ServiceNow - ServiceNow IT Service Management (ITSM) Manager- Tech Cons - Open Location

EY; San Mateo (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

EY is seeking a ServiceNow Consulting Manager to lead transformation programs and client engagements in ITSM. You will manage cross-functional teams, align business requirements with technical solutions, and drive delivery across planning, design, and implementation.

Frequent travel is expected as you partner with clients to optimize CMDB, ITOM, and AI-enabled ITSM capabilities, delivering measurable business outcomes and strengthening EY’s consulting impact.

Qualifications

• Bachelor's degree in CS/IS/Engineering or similar.
• 4–6 years of ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certifications, or both.
• 5+ years of Big 4 or equivalent consulting experience.
• Valid driver’s license in the U.S. and ability to travel as needed.

Responsibilities

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Lead client work sessions, planning through execution and closure.

Skills

ITSM leadership

Client relationships

Team mentorship

ServiceNow ITSM

AI in ITSM

Pre-sales support

Waterfall & Agile

Requirements workshops

Offshore coordination

Education

Bachelor's degree in CS/IS/Engineering

Tools

ServiceNow ITSM

CMDB

ITOM

Now AI capabilities

Virtual Agent

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 Upgrading outdated processes, systems and information is vital - but can be a risky investment in such a rapidly changing environment.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 interact with business stakeholders to evaluate business models, processes, and operations. You will gather, understand, and analyze business requirements, translating them into technical specifications. Additionally, you will analyze newly implemented technology solutions to ensure they meet business requirements and collaborate with technical teams to design and deliver system architecture solutions.

Your key responsibilities

As a Manager in Technology Analysis, you will play a pivotal role in managing and delivering complex technical initiatives. You will face challenges that require innovative problem-solving and analytical skills, providing you with opportunities to grow and learn in a dynamic environment. This role includes regular travel required to meet client needs.

• Lead workstream delivery and ensure effective management of processes and solutions.

• Track deliverable completion and project status, ensuring alignment with performance objectives.

• Actively participate in client working sessions, leading workstreams from planning through execution and closure.

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' ITSM processes (e.g., Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management) 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 ITSM 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 ITSM 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

• Current knowledge of ServiceNow AI capabilities for ITSM, including Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower

• Ability to identify and advise clients on practical AI-enabled ITSM use cases, including incident triage, ticket summarization, knowledge recommendations, self-service automation, and service desk productivity

• Ability to translate ServiceNow AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations

• 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 relevant ServiceNow ITSM project experience

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

• Minimum of 1 of the following ServiceNow certifications:

• ServiceNow Certified Implementation Specialist - IT Service Management

• 5+ years of Big 4 or equivalent consulting experience

• Excellent soft skills - executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization

• Experience leading teams and supervising others

• A driver's license valid in the U.S.

• Ability to travel to meet client needs

Ideally, you'll also have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)

• Performance analytics and reporting experience - certifications are a plus

• ServiceNow Certified Implementation Specialist - Data Foundations or HAM or SAM