ServiceNow -ServiceNow Enterprise Service Management (ESM) - Senior - Tech Cons -Open Location

EY•Hartford, DC

3d•$102,500 - $213,400•Hybrid

About The Position

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 Senior Consultant 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. As a Senior Technology Analyst, you will play a pivotal role in bridging the gap between business needs and technical solutions. You will interact with business stakeholders to gather and analyze requirements, ensuring that newly implemented technology solutions meet their needs. Your collaboration with technical teams will be essential in designing and delivering effective system architecture solutions.

Requirements

A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
Typically, no less than 2 - 4 years relevant ServiceNow project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of 1 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.
3+ years of Big 4 or equivalent consulting experience.
Excellent soft skills – 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.
Ability to travel to meet client needs.

Nice To Haves

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).

Responsibilities

Engaging with clients and internal teams to ensure successful project delivery.
Facing challenges that require analytical thinking and problem-solving skills, providing opportunities to learn and grow in a dynamic environment.
Interacting with business stakeholders to evaluate business models and processes.
Analyzing newly implemented technology solutions to verify they meet business requirements.
Collaborating with technical teams to design and deliver system architecture solutions.
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.
Manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources (e.g., consultants, developers, and testers).
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.
Analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
Advise clients on practical, value-driven AI use cases across Enterprise Service Management and Global Business Services functions, including HR, customer service, field service, source-to-pay, workplace, legal, and shared services.
Lead client conversations and workshops that connect ServiceNow AI capabilities to business outcomes, transformation priorities, and measurable value realization.
Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
Create high-quality deliverables and project artifacts.