[Remote] ServiceNow - ServiceNow IT Operations Management (ITOM) Manager - Tech Cons - Open Location

Note: The job is a remote job and is open to candidates in USA. EY is hiring a ServiceNow ITOM Manager to lead client-facing ServiceNow transformation teams and ITOM/CMDB project delivery. The role includes guiding teams, advising clients on process and technology solutions, and supporting AI-enabled IT operations initiatives.

Responsibilities

• In this role, you will be responsible for identifying and defining user/customer requirements while focusing on developing user interfaces (UI) across various platforms including mobile, web, and tablets
• You will engage in coding, programming, and creating specifications to deliver development services that align with business requirements
• As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management
• You will engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure
• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results
• Provide direction and feedback to team members, ensuring successful task completion
• Act as an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB project and solution delivery including but not limited to design, configuration/development, testing and deployment phases
• Ability to build and foster client relationships and demonstrate the value of EY services
• Provide guidance and industry leading practice expertise for ServiceNow ITOM/CMDB 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
• Experience applying ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency
• Ability to advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation
• Understanding of the data and governance foundations required for ITOM AI, including CMDB/CSDM quality, observability data, integrations, and responsible AI adoption
• 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

Skills

• Act as an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB 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 ITOM/CMDB 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
• Experience applying ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency
• Ability to advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation
• Understanding of the data and governance foundations required for ITOM AI, including CMDB/CSDM quality, observability data, integrations, and responsible AI adoption
• 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
• A bachelor's degree
• Typically, no less than 4 - 6 years of relevant ServiceNow ITOM/CMDB project experience
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 2 of the following ServiceNow certifications:  + ServiceNow Certified Implementation Specialist – Data Foundations + ServiceNow Certified Implementation Specialist – Discovery + ServiceNow Certified Implementation Specialist – Event Management + ServiceNow Certified Implementation Specialist – Service Mapping
• 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
• Preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
• ServiceNow Certified Implementation Specialist – ITSM or HAM or SAM
• Performance analytics and reporting experience – certifications are a plus
• Experience in ServiceNow's AI solutions (Now Assist, Agentic, AI Control Tower)

Benefits

• Medical and dental coverage
• Pension and 401(k) plans
• A wide range of paid time off options
• Hybrid work model: most people in external, client-serving roles are expected to work together in person 40–60% of the time over the course of an engagement, project, or year
• Flexible vacation policy
• Time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support physical, financial, and emotional well-being

Company Overview

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