Government and Infrastructure - Technology Consulting - Platforms ServiceNow - Senior

EY•Phoenix, AZ

18d•$102,500 - $213,400

About The Position

EY’s Government and Infrastructure practice provides consulting and audit services to Federal, State, Local, and Education clients. The practice helps clients implement ideas to achieve mission outcomes, including protecting the nation, increasing public safety, improving healthcare, delivering public services, and supporting people in need. EY is seeking a Senior Consultant with deep ServiceNow IT Operations Management (ITOM) expertise, particularly in Configuration Management Database (CMDB) and Common Service Data Model (CSDM). The role combines client advisory work on enterprise-scale ServiceNow strategy, architecture, governance, and implementation with hands-on configuration and development. The consultant will help clients establish reliable CMDB foundations, adopt CSDM practices, implement ITOM capabilities, and use ServiceNow AI-powered solutions to improve operational efficiency, service visibility, automation, and business outcomes. The position works with executive stakeholders, enterprise architects, platform owners, and delivery teams, leading solution design, implementation, and transformation programs across complex environments. The role requires the ability to obtain or maintain a secret-level clearance and comfort working in person as needed.

Requirements

Ability to obtain or maintain a secret-level clearance.
Bachelor’s degree in information systems, computer science, engineering, management information systems, business, or a related discipline.
At least 3 years of ServiceNow consulting and implementation experience delivering ITOM solutions.
Deep hands-on experience with ServiceNow CMDB configuration and administration.
Strong understanding of ServiceNow foundational data and data models.
Hands-on experience with ServiceNow Discovery and MID Servers.
Hands-on experience with Service Mapping.
Understanding of CSDM and service modeling.
Experience configuring and troubleshooting IRE, identification rules, reconciliation, CI relationships, and CMDB Health.
Experience implementing and troubleshooting ServiceNow integrations using APIs, IntegrationHub, ETL, Import Sets, Transform Maps, or Service Graph Connectors.
Working knowledge of ServiceNow HAM and SAM and how asset data relates to CMDB and Discovery.
Strong understanding of ITIL/ITSM processes and practices.
Demonstrated ability to perform general ServiceNow platform configuration and development.
Ability to translate technical and process requirements into appropriate ServiceNow configurations.
Strong verbal and written communication skills.
Comfort working in person as needed.
Ability to translate complex requirements into scalable solutions, practical recommendations, and clear communications for technical and executive stakeholders.
Strong analytical, problem-solving, and collaborative leadership skills, with a client-focused approach to delivery and team development.

Nice To Haves

ServiceNow Certified Implementation Specialist credentials relevant to Discovery, Service Mapping, ITSM, HAM, SAM, or related ITOM capabilities.
ITIL Foundation certification.
Experience establishing CMDB/CSDM governance and data ownership models.

Responsibilities

Lead the design and implementation of ServiceNow ITOM solutions, including CMDB, CSDM, Discovery, Service Mapping, Event Management, Health Log Analytics, Service Graph Connectors, and Cloud Discovery.
Define CMDB strategy, governance, CI lifecycles, data models, identification and reconciliation rules, health metrics, and quality controls.
Lead ITOM assessments and roadmaps; design MID Server architectures; and configure integrations and event correlation across on-premises, cloud, hybrid, and containerized environments.
Advise client leaders through workshops, current-state assessments, architecture recommendations, business cases, transformation roadmaps, and implementation plans.
Advise on ServiceNow AI and automation, including generative and agentic AI, Predictive Intelligence, AIOps, and Virtual Agents, and establish supporting data foundations.
Lead Agile and Waterfall delivery, architecture oversight, risk management, testing, user acceptance testing, issue resolution, and documentation.
Coach team members; contribute to EY methodologies, accelerators, and thought leadership; and support proposals, estimates, client relationships, and growth.