Tech Consulting - ServiceNow - IT Operations Mgmt - ITOM - Manager - Multiple Positions - 1739860

EY; Austin (TX); Hybrid; USD 210,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Medical and dental coverage

Pension and 401(k)

Paid time off

Job summary

EY is seeking a Technology Consulting Manager for ServiceNow ITOM in Austin, TX. This role focuses on delivering ServiceNow ITOM solutions, leading offshore teams, and driving enterprise roadmaps. Requires strong business alignment skills and extensive ServiceNow experience.

We offer a hybrid model with travel up to 80% (20% international). Eligible candidates hold MIS/IS/CS/Engineering/Business degrees, with 4+ years in ServiceNow consulting and ITOM delivery.

Qualifications

• Bachelor's or Master's in MIS/IS/CS/Engineering/Business/OM or related field with required years of experience.
• 4 years designing and implementing ServiceNow ITOM including Service Mapping, Discovery, Event Management, CMDB.
• 4 years ServiceNow consulting for external clients at a professional services firm.
• 4 years leading client design sessions, workshops, and cross-functional efforts.
• 4 years designing and implementing customized reporting and integration components.
• 2 years leading and coaching ServiceNow teams.
• 2 years integrating ServiceNow with other systems via APIs.
• 4 years in waterfall and agile delivery; travel up to 80%.

Responsibilities

• Assist clients by providing insights on how ServiceNow aligns with and can support business objectives.
• Lead offshore teams with technical guidance throughout design, build and testing.
• Develop a Service Mapping playbook and Enterprise Execution roadmap.
• Provide comprehensive training to clients on ServiceNow usage and administration.
• Provide ongoing support post-implementation and address client issues.

Skills

ServiceNow ITOM

Client workshops

Team leadership

Offshore mentoring

Agile delivery

Education

Bachelor's/master's in MIS/IS/CS/Engineering/Business/Operations Management

Tools

ServiceNow

Job description

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.

Technology Consulting, ServiceNow - IT Operations Management (ITOM) (Manager) (Multiple Positions) (1739860), Ernst & Young U.S. LLP, Austin, TX.

Assists clients by providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives. Manage the development and deployment of ServiceNow solutions, ensuring adherence to leading practices and standards. delivery. Utilize ServiceNow Service Mapping, Discovery, Event Management, and CMDB modules effectively to optimize IT infrastructure and service management processes. Leverage Service Mapping checklist to validate readiness of client environment to initiate ITOM Service Mapping efforts. Collaborate with clients to understand their business requirements and objectives. Conduct thorough analysis of client's existing processes and systems to identify opportunities for improvement and optimization. Capture the details needed to initiate Service Mapping – such as credentials, application architecture diagrams, entry points etc. Provide guidance to clients on the deployment of MID servers. Configure MID servers to support Service Mapping, Discovery and Event Management. Provide technical guidance and mentorship to offshore teams and junior team members throughout the implementation process. Conduct thorough testing and quality assurance to ensure the reliability and performance of implemented solutions. Facilitate User Acceptance Testing with client and help them prioritize defects. Manage the offshore development team by providing technical expertise, design & architecture guidance throughout the design, build and testing efforts. Develop a Service Mapping playbook and Enterprise Execution roadmap. Create detailed technical documentation including solution designs, configuration guides, and standard operating procedures. Share expertise and best practices with team members to foster knowledge sharing and continuous learning. Provide comprehensive training to clients on the usage and administration of ServiceNow platform. Provide ongoing support and assistance to clients’ post-implementation, addressing any issues or concerns in a timely manner.

Manage and motivate teams of professionals with diverse skills and backgrounds. Consistently deliver quality client services by monitoring progress. Demonstrate in-depth technical capabilities and professional knowledge. Maintain long-term client relationships and networks. Cultivate business development opportunities.

Full time employment, Monday – Friday, 40 hours per week, 8:30 am – 5:30 pm.

MINIMUM REQUIREMENTS

Must have a Bachelor’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 5 years of progressive, post-baccalaureate work experience. Alternatively, will accept a Master’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 4 years of work experience.

Must have 4 years of experience designing and implementing ServiceNow ITOM solutions including as Service Mapping, Discovery, Event Management, and CMDB.

Must have 4 years of ServiceNow consulting experience to external clients at a professional services firm, including providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives.

Must have 4 years of experience in leading ServiceNow client design sessions, facilitating requirements workshops, and interacting with functional and/or business process area subject matter resources.

Must have 4 years of ServiceNow experience designing and implementing customized reporting processes and integration components tailored to client needs.

Must have 2 years of experience leading and coaching teams of ServiceNow consulting professionals.

Must have 2 years of experience integrating ServiceNow with other systems using APIs.

Must have 4 years of ServiceNow experience in waterfall and agile delivery models, including supporting management activities such as planning, status reporting, budgets and risk and issue logs.

Requires travel up to 80%, of which 20% may be international, to serve client needs.

Employer will accept any suitable combination of education, training, or experience.

What We Offer

We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary for this job is $224,141.00 per year. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

For those living in California, please click here for additional information.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, type Option 2 (HR-related inquiries) and then type Option 1 (HR Shared Services Center), which will route you to EY’s Talent Shared Services Team or email SSC Customer Support at [e-mail].

This particular position at Ernst & Young in the United States requires the qualified candidate to be a "United States worker" as defined by the U.S. Department of Labor regulations at 20 CFR 656.3. You can review this definition at https://www.gpo.gov/fdsys/pkg/CFR-2011-title20-vol3/pdf/CFR-2011-title20-vol3-sec656-3.pdf at the bottom of page 750. Please feel free to apply to other positions that do not require you to be a "U.S. worker".