ServiceNow - ServiceNow IT Operations Management (ITOM) Manager - Tech Cons - Open Location

EY; San Jose (CA); Remote; USD 140,000 - 190,000; Full time

Job summary

EY is seeking a ServiceNow ITOM/CMDB Transformation Manager to lead client-focused teams, define user requirements, and drive UI development across platforms. You will guide multi-disciplinary groups, mentor staff, and manage risk and quality across large-scale engagements.

Role involves advising on ITOM/CMDB integration with ITSM, applying AI capabilities to improve operations, and contributing to pre-sales efforts with strong client relationships.

Qualifications

• Bachelor's degree in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, 4–6 years of relevant ServiceNow ITOM/CMDB project experience.
• ServiceNow CSA or CAD certification.
• Minimum two of the following ServiceNow certifications.

Responsibilities

• Lead ServiceNow ITOM/CMDB transformation teams and client-facing workstreams from planning through execution and closure.
• Identify and define user requirements; develop UI across mobile, web, and tablets; deliver development services aligned with business needs.
• Provide direction and feedback to multi-disciplinary teams (5–10+ resources), including offshore members; mentor and build client relationships.
• Advise on CMDB/ITOM integration with ITSM; apply AI/Now Assist capabilities to improve alerts, root-cause analysis, automation, and efficiency.
• Participate in pre-sales activities, proposals, and estimates; produce high-quality project artifacts.

Skills

ServiceNow ITOM/CMDB

Engagement leadership

Team mentoring

Client relationship building

AI in ITOM

Waterfall & Agile

Pre-sales support

Quality and risk management

Education

Bachelor's degree in CS/IS/Engineering

Tools

ServiceNow ITOM/CMDB tools

Job description

Location: Anywhere in Country

At EY, we're all in to shape your future with confidence.

We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That's why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision‑making. As a ServiceNow Consulting Manager you'll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

The opportunity

You'll lead ServiceNow Transformation teams in a rapidly growing area of the business. It's a client visible role, in which you'll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

In this role, you will be responsible for identifying and defining user/customer requirements while focusing on developing user interfaces (UI) across various platforms including mobile, web, and tablets. You will engage in coding, programming, and creating specifications to deliver development services that align with business requirements.

Your key responsibilities

As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure. Travel may be required as needed by external clients.

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.

• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.

• Provide direction and feedback to team members, ensuring successful task completion.

Skills and attributes for success

Here, you'll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers' ITOM and CMDB process or evaluating how AI can streamline delivery. Wherever you find yourself, you'll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

• Act as an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB project and solution delivery including but not limited to design, configuration/development, testing and deployment phases

• Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers)

• Ability to build and foster client relationships and demonstrate the value of EY services

• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts

• Provide guidance and industry leading practice expertise for ServiceNow ITOM/CMDB process implementations, including how specific business objectives can be met through process and technology transformation

• Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps

• Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes

• Experience applying ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency.

• Ability to advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation.

• Understanding of the data and governance foundations required for ITOM AI, including CMDB/CSDM quality, observability data, integrations, and responsible AI adoption.

• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources

• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs

• Ability to support pre-sales efforts including creating proposals and estimates

• Ability to create high-quality deliverables and project artifacts

To qualify for the role, you must have

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline

• Typically, no less than 4 - 6 years of relevant ServiceNow ITOM/CMDB project experience

• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)

• Minimum of 2 of the following ServiceNow certifications: