FSO-Con-Tech Con-Tech and Platforms-FSRT-NFR - ServiceNow - Manager - Multiple Positions - 1757742

EY•Raleigh, NC

2d•Hybrid

About The Position

Ernst & Young U.S. LLP is hiring a ServiceNow Manager in Raleigh, North Carolina, to support financial institution and fintech clients in modernizing systems, processes, products, and business- and customer-facing platforms. The role manages client implementations and develops and maintains subject-matter expertise in ServiceNow or similar GRC platforms and related technologies, including Integrated Risk Management, Third-party Risk Management, Business Continuity Management, ESG, Service Portal/Employee Center, NOW Experience, and UI Builder. The manager guides clients on how ServiceNow or similar platforms can enhance their Integrated Risk Management programs; advises developers on platform configuration; and identifies additional functionality to maximize business value. The role contributes to demonstrations, project scoping, proof-of-concepts, and Statements of Work. Working alongside engagement leads, solution architects, and developers, the manager oversees project design and implementation, manages timelines and client communications, and reviews deliverables for quality, completeness, consistency, and timeliness. The role also manages and motivates diverse teams, monitors client-service delivery, maintains client relationships, and cultivates business development opportunities. The position is full-time, Monday through Friday, for 40–45 hours per week, with stated hours of 8:30 a.m. to 5:30 p.m. Travel of up to 20% is required, including up to 5% international travel. EY describes its work arrangement as a team-led, leader-enabled hybrid model, with most external client-serving employees expected to work together in person 40–60% of the time over an engagement, project, or year.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, Management Technology, or a related field plus 5 years of progressive post-baccalaureate work experience; alternatively, a relevant master’s degree plus 4 years of work experience.
4 years of ServiceNow implementation experience with IRM (GRC) implementations in an external client consulting environment.
4 years of experience in an external client-consulting environment with ServiceNow platform and product capabilities and complementary technologies, including Integrated Risk Management (Policy & Compliance, Risk Management, Audit Management), Third-party Risk Management, Business Continuity Management, ESG, Service Portal and/or Employee Center, NOW Experience, and UI Builder.
3 years of experience in non-financial risk domains focused on technology transformation, such as operational risk, IT risk, compliance risk, internal audit, or enterprise risk management.
2 years of experience in one or more of the following frameworks or processes: regulatory change management; risk assessment and management; compliance risk and controls; regulatory reporting; Integrated Risk Management; automated testing; third-party risk; internal audit solutions; or automated workflow using ServiceNow, Pega, and/or open-source solutions.
2 years of experience facilitating client project introductions, kick-off meetings, and weekly status updates.
2 years of experience as a key technical resource leading solution development in external client environments, including experience with varied technical stacks.
4 years of experience in one or more of the following: defining and designing business, functional, and technical requirements; system selection and implementation support; SDLC; QA and testing; or program/project management and implementation planning (PMO).
2 years of experience leading teams of technology professionals.
3 years of experience translating business requirements into IT solutions, including gathering business and technical requirements, solution design and build, testing, and deployment.
Ability to travel up to 20% to serve client needs, including up to 5% international travel.
Employer will accept any suitable combination of education, training, or experience.

Responsibilities

Manage ServiceNow or similar GRC platform implementation projects for financial institution and fintech clients.
Develop, invest in, and maintain thought leadership and subject-matter expertise in ServiceNow or similar GRC platforms and related capabilities.
Design and deliver comprehensive end-user training on platform utilization.
Collaborate with clients to identify and implement additional functionality that maximizes business value.
Guide developers on ServiceNow or similar GRC platform configuration.
Assist with demonstrations and project scoping, and lead proof-of-concepts.
Help prepare Statements of Work defining project deliverables.
Advise clients on how ServiceNow or similar platforms can enhance their Integrated Risk Management programs.
Oversee project implementation and design alongside the Engagement Lead, Solution Architect, and developers.
Ensure projects are completed successfully and on time; manage project timelines and facilitate introductions, kick-off meetings, and weekly client status updates.
Conduct final quality assurance reviews and ensure technical deliverables are complete, consistent, high quality, timely, and valuable.
Manage and motivate teams of professionals with diverse skills and backgrounds, and monitor progress to deliver quality client services.
Demonstrate technical capabilities and professional knowledge, maintain long-term client relationships and networks, and cultivate business development opportunities.