ServiceNow ITSM Business Development Manager

Crowe LLP • Washington, DC

1d • $102,400 - $204,100

About The Position

The ServiceNow ITSM Business Manager is a client-facing role responsible for leading ServiceNow ITSM engagements, supporting business development initiatives, and delivering high-quality solutions that transform client service operations through the ServiceNow platform.
This role blends hands-on ServiceNow expertise, delivery leadership, and consultative selling. The Manager will lead medium to large ServiceNow ITSM programs, contribute to practice growth through solution shaping and platform storytelling, and serve as a trusted advisor to client stakeholders while mentoring delivery teams.

Requirements

• Bachelor’s degree in Computer Science, MIS, IT, or a related field.
• 5+ years of experience implementing and configuring ServiceNow solutions, with a strong focus on ITSM.
• 2+ years of experience leading ServiceNow workstreams, projects, or small programs in a client-facing role.
• Demonstrated experience supporting business development activities, including pre-sales discussions, solution positioning, and platform demonstrations.
• Proven ability to translate business requirements into ServiceNow ITSM solutions that deliver measurable outcomes.
• Experience working in Agile or hybrid delivery environments.
• Hands-on experience with ServiceNow scripting and configuration, including JavaScript, Glide API, UI Policies, Business Rules, and Flow Designer.
• Working knowledge of ServiceNow integrations using REST/SOAP APIs and IntegrationHub.
• Familiarity with CMDB concepts, data models, and ITIL-based service management practices.
• Strong communication skills with the ability to engage both technical teams and business stakeholders.

Nice To Haves

• Additional ServiceNow certifications (ITSM CIS, CSA, or related).
• ITIL, Agile, Scrum, or PMP certifications.
• Experience with additional ServiceNow modules (ITOM, CSM, HRSD, ITBM) in support of ITSM solutions.
• Prior consulting experience with responsibility for client delivery and account growth.

Responsibilities

• Lead delivery of ServiceNow ITSM engagements, ensuring solutions align with client business objectives, platform best practices, and Crowe delivery standards.
• Support ITSM-focused business development efforts, including pre-sales activities, solution demonstrations, proposal development, and articulation of ServiceNow platform capabilities and value.
• Partner with sales and leadership to shape ITSM offerings, define scope, estimate effort, and position ServiceNow capabilities to address client pain points.
• Serve as a primary client contact for assigned engagements, building strong relationships with IT and business stakeholders.
• Translate business requirements into effective ServiceNow ITSM solutions, leveraging platform capabilities such as Incident, Problem, Change, Request, Knowledge, CMDB, and integrations.
• Oversee solution design and configuration, including workflows, integrations, data models, and user experience components, ensuring scalable and maintainable implementations.
• Manage project execution, including scope, timeline, budget, risks, and resource coordination across cross-functional teams.
• Establish and follow governance, quality, and delivery best practices to ensure compliance, security, and performance standards are met.
• Mentor and develop consultants and senior consultants, fostering technical growth, delivery excellence, and client-focused behaviors.
• Stay current on ServiceNow platform enhancements and ITSM trends, proactively identifying opportunities to enhance client outcomes and expand services.

Benefits

• Your exceptional people experience starts here. At Crowe, we know that great people are what makes a great firm. We care about our people and offer employees a comprehensive total rewards package. Learn more about what working at Crowe can mean for you!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level