Servicenow - enterprise Service Management (ESM) Manager - Tech Consulting - Open Location

ServiceNow Consulting Manager – Enterprise Service Management (ESM)

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 is remote based with 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' ESM or Global Business Services (GBS) processes 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 a workstream lead across all aspects of ServiceNow ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, 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 ESM/GBS process implementations, including how specific business objectives can be met through process and technology transformation

Ability to analyze a company's ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps

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 project experience

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

Minimum of 2 of the following ServiceNow certifications:

• ServiceNow Certified Implementation Specialist – HR Service Delivery
• ServiceNow Certified Implementation Specialist – Customer Service Management
• ServiceNow Certified Implementation Specialist – Field Service Management

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

5+ years of Big 4 or equivalent consulting experience

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

Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus

Experience in ServiceNow's AI solutions (Now Assist, Agentic, AI Control Tower)

What We Look For

We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients.

What We Offer You

At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

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 range for this job in all geographic locations in the US is $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $171,200 to $297,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. 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.

Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an on-going basis. For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. 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, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY's Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.