Tech Consulting - ServiceNow - IT Operations Mgmt - ITOM - Manager - Multiple Positions - 1739860

EY • Austin, TX

9d • Hybrid

About The Position

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Technology Consulting, ServiceNow - IT Operations Management (ITOM) (Manager) (Multiple Positions) (1739860), Ernst & Young U.S. LLP, Austin, TX. Assists clients by providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives. Manage the development and deployment of ServiceNow solutions, ensuring adherence to leading practices and standards. delivery. Utilize ServiceNow Service Mapping, Discovery, Event Management, and CMDB modules effectively to optimize IT infrastructure and service management processes. Leverage Service Mapping checklist to validate readiness of client environment to initiate ITOM Service Mapping efforts. Collaborate with clients to understand their business requirements and objectives. Conduct thorough analysis of client's existing processes and systems to identify opportunities for improvement and optimization. Capture the details needed to initiate Service Mapping – such as credentials, application architecture diagrams, entry points etc. Provide guidance to clients on the deployment of MID servers. Configure MID servers to support Service Mapping, Discovery and Event Management. Provide technical guidance and mentorship to offshore teams and junior team members throughout the implementation process. Conduct thorough testing and quality assurance to ensure the reliability and performance of implemented solutions. Facilitate User Acceptance Testing with client and help them prioritize defects. Manage the offshore development team by providing technical expertise, design & architecture guidance throughout the design, build and testing efforts. Develop a Service Mapping playbook and Enterprise Execution roadmap. Create detailed technical documentation including solution designs, configuration guides, and standard operating procedures. Share expertise and best practices with team members to foster knowledge sharing and continuous learning. Provide comprehensive training to clients on the usage and administration of ServiceNow platform. Provide ongoing support and assistance to clients’ post-implementation, addressing any issues or concerns in a timely manner. Manage and motivate teams of professionals with diverse skills and backgrounds. Consistently deliver quality client services by monitoring progress. Demonstrate in-depth technical capabilities and professional knowledge. Maintain long-term client relationships and networks. Cultivate business development opportunities.

Requirements

• Bachelor’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 5 years of progressive, post-baccalaureate work experience OR Master’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 4 years of work experience.
• 4 years of experience designing and implementing ServiceNow ITOM solutions including as Service Mapping, Discovery, Event Management, and CMDB.
• 4 years of ServiceNow consulting experience to external clients at a professional services firm, including providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives.
• 4 years of experience in leading ServiceNow client design sessions, facilitating requirements workshops, and interacting with functional and/or business process area subject matter resources.
• 4 years of ServiceNow experience designing and implementing customized reporting processes and integration components tailored to client needs.
• 2 years of experience leading and coaching teams of ServiceNow consulting professionals.
• 2 years of experience integrating ServiceNow with other systems using APIs.
• 4 years of ServiceNow experience in waterfall and agile delivery models, including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Requires travel up to 80%, of which 20% may be international, to serve client needs.
• Employer will accept any suitable combination of education, training, or experience.

Responsibilities

• Assists clients by providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives.
• Manage the development and deployment of ServiceNow solutions, ensuring adherence to leading practices and standards.
• Utilize ServiceNow Service Mapping, Discovery, Event Management, and CMDB modules effectively to optimize IT infrastructure and service management processes.
• Leverage Service Mapping checklist to validate readiness of client environment to initiate ITOM Service Mapping efforts.
• Collaborate with clients to understand their business requirements and objectives.
• Conduct thorough analysis of client's existing processes and systems to identify opportunities for improvement and optimization.
• Capture the details needed to initiate Service Mapping – such as credentials, application architecture diagrams, entry points etc.
• Provide guidance to clients on the deployment of MID servers.
• Configure MID servers to support Service Mapping, Discovery and Event Management.
• Provide technical guidance and mentorship to offshore teams and junior team members throughout the implementation process.
• Conduct thorough testing and quality assurance to ensure the reliability and performance of implemented solutions.
• Facilitate User Acceptance Testing with client and help them prioritize defects.
• Manage the offshore development team by providing technical expertise, design & architecture guidance throughout the design, build and testing efforts.
• Develop a Service Mapping playbook and Enterprise Execution roadmap.
• Create detailed technical documentation including solution designs, configuration guides, and standard operating procedures.
• Share expertise and best practices with team members to foster knowledge sharing and continuous learning.
• Provide comprehensive training to clients on the usage and administration of ServiceNow platform.
• Provide ongoing support and assistance to clients’ post-implementation, addressing any issues or concerns in a timely manner.
• Manage and motivate teams of professionals with diverse skills and backgrounds.
• Consistently deliver quality client services by monitoring progress.
• Demonstrate in-depth technical capabilities and professional knowledge.
• Maintain long-term client relationships and networks.
• Cultivate business development opportunities.

Benefits

• medical and dental coverage
• pension and 401(k) plans
• a wide range of paid time off options
• flexible vacation policy
• time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence

What This Job Offers

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