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

Ernst & Young Advisory Services Sdn Bhd; Austin (TX); On-site; USD 210,000 - 260,000; Full time

Benefits offered by this job

Hybrid work model

Medical and dental coverage

Pension and 401(k) plans

Paid time off

Job summary

Ernst & Young seeks a Manager for ServiceNow IT Operations Management (ITOM) to lead design sessions, oversee deployments, and mentor offshore teams. You will ensure solutions align with client objectives, drive service mapping, discovery, event management, and CMDB activities, and deliver high-quality outcomes.

The role requires hands-on ServiceNow expertise, strong client engagement, and ability to travel up to 80% (20% international).

Qualifications

• Bachelor’s degree in MIS/IS/IS/CS/Engineering/Business/Operations Management with 5+ years’ experience, or Master’s with 4+ years.
• 4+ years designing and implementing ServiceNow ITOM solutions (Mapping/Discovery/Event Management/CMDB).
• 4+ years of ServiceNow consulting for external clients at a professional services firm.

Responsibilities

• Lead ServiceNow client design sessions and requirements workshops.
• Mentor offshore teams and junior members throughout implementation.
• Develop service mapping playbooks and enterprise execution roadmaps.
• Provide training and knowledge transfer to clients on ServiceNow usage and administration.
• Ensure quality assurance, testing, and delivery within waterfall and agile models.

Skills

ServiceNow ITOM expertise

Client design sessions

Team leadership

Offshore mentoring

APIs integration

Education

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

Master's degree in MIS/IS/CS/Engineering/Business/Operations Management

Tools

ServiceNow ITOM

MID Servers

APIs

Job description

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

Location: Austin

Other locations: Primary Location Only

Date: 1 Sept 2026

Requisition ID: 1739860

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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 accepts applications for this position on an on‑going basis. If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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