ServiceNow

• ServiceNow IT Operations Management (ITOM) Manager
• Tech Cons
• Open Location at EY in Little Rock, Arkansas, United States Job Description

Location:

Anywhere in Country At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. 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 Upgrading outdated processes, systems and information is vital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. 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. 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. Your key responsibilities As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure. Travel may be required as needed by external clients. + 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. Skills and attributes for success Here, you'll serve a wide portfolio of clients

• each with their own backgrounds, strengths, and ambitions, so no two days will be the same.

That could mean working to improve our customers' ITOM and CMDB process or evaluating how AI can streamline delivery. Wherever you find yourself, you'll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation. + 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 + Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers) + Ability to build and foster client relationships and demonstrate the value of EY services + Excellent business acumen with the ability to make fact-based decisions and resolve conflicts + 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 + Ability to analyze a company's people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps + Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes + Experience applying ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency. + Ability to advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation. + Understanding of the data and governance foundations required for ITOM AI, including

CMDB/CSDM

quality, observability data, integrations, and responsible AI adoption. + Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources + Experience in waterfall and agile delivery models

• including supporting management activities such as planning, status reporting, budgets and risk and issue logs + Ability to support pre-sales efforts including creating proposals and estimates + Ability to create high-quality deliverables and project artifacts To qualify for the role, you must have + 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 Ideally, you'll also have + 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) What we look for We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen.

Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation. What we offer you At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more . + We offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $171,200 to $297,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. + Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of t To view full details and how to apply, or