ServiceNow - IT Operations Management (ITOM) Manager Consultant - Tech Consulting - Open Location

EY•Hartford, DC

6d•$142,600 - $297,200•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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 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. 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 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.

Requirements

A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
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.
Ability to travel to meet client needs.

Nice To Haves

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).

Responsibilities

Lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management.
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.
Manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers).
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.
Analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
Support pre-sales efforts including creating proposals and estimates.
Create high quality deliverables and project artifacts.