Job Details

ServiceNow - Enterprise Service Management Manager – Tech Consulting

EY is inviting applications for the ServiceNow – Enterprise Service Management (ESM) Manager role. This position is a client‑visible, technology‑consulting leadership role based remotely with regular travel required to meet client needs.

Location: Anywhere in Country

Overview

As a ServiceNow Consulting Manager you will lead high‑impact ESM transformations, delivering innovative solutions across HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay engagements. You will work with business stakeholders to evaluate models, translate requirements into technical specifications, and collaborate with technical teams to design enterprise‑wide architecture.

Your Key Responsibilities

• 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

• Act as a workstream lead across all aspects of ServiceNow ESM/GBS engagements and solution delivery.
• Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with fact‑based decision making and conflict resolution.
• Provide guidance and industry‑leading practice expertise for ServiceNow ESM/GBS process implementations.
• Analyze an enterprise's ESM/GBS capabilities and recommend leading practice solutions.
• Lead client process and design sessions, facilitating workshops across functional resources.
• Experience in waterfall and agile delivery models, supporting planning, status reporting, budgets and risk/issue logs.
• Support pre‑sales efforts, including proposal and estimate creation.
• Produce high‑quality deliverables and project artifacts.

Qualifications – Must Have

• Bachelor's degree in Computer Science, Information Systems, Engineering, or similar discipline.
• 4–6 years of relevant ServiceNow project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two 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
• Strong soft skills—executive communication, adaptability, problem solving, teamwork, relationship building, dependability, organization.
• 5+ years of Big‑4 or equivalent consulting experience.
• Experience leading teams and supervising others.
• Valid driver's license in the U.S.
• Willingness to travel to meet client needs.

Ideal – Preferred Qualifications

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience; certifications are a plus.
• Experience with Source to Pay, Employee Center, Legal Service Delivery, or Workplace Service Delivery.
• Experience in ServiceNow's AI solutions (Now Assist, Agentic, AI Control Tower).

What We Look For

We seek technically proficient leaders who are proactive, adaptable, and committed to continuous improvement. Successful candidates thrive in collaborative environments and deliver exceptional results for clients.

What We Offer

• A comprehensive compensation and benefits package, including competitive base salary ($142,600–$261,500 in the U.S.), medical and dental coverage, pension and 401(k) plans, and paid time off.
• A flexible, hybrid work model with 40–60% in‑person collaboration for external client‑serving roles.
• A flexible vacation policy, EY Paid Holidays, Winter/Summer breaks, personal/family care leave, and other leaves of absence.

Apply Today

EY accepts applications for this position on an on‑going basis. If you are located in California, please visit the following link for additional information.

Equal Employment Opportunity Statement

EY is committed to providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity or 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. If you have a disability and require assistance, please call 1‑800‑EY‑HELP3 or email ...@ey.com.