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ServiceNow Senior Consultant – IT Service Management (ITSM)
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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 Senior Consultant you'll play a leading role in that mission, providing the competitive edge our customers need to overcome some of the biggest creative and technical challenges around.
The opportunity
You'll lead ServiceNow workstreams in a rapidly growing area of the business. It's a client visible role, in which you'll have plenty of opportunities to showcase your ability to not only motivate and develop your team but establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well as build relationships and obtain experiences that will define your career.
Your key responsibilities
Here, you'll handle a wide portfolio of clients in multiple sectors - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers' ITSM process or evaluating how AI can streamline ITSM delivery. Wherever you find yourself, you'll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.
Skills and attributes for success
- Act as a workstream lead across all aspects of a ServiceNow ITSM 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 3-5 resources including offshore resources (e.g., consultants, developers, and testers)
- Provide guidance and leading practice expertise for ServiceNow ITSM process implementations, including how specific business objectives can be met through process and technology transformation
- Ability to analyze a company's ITSM 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
- 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 create high quality deliverables and project artifacts
To qualify for the role you must have
- Excellent soft skills – communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
- A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
- ServiceNow Certified Implementation Specialist – ITSM certification
- ITIL v4 foundation certification
- 3+ years of ServiceNow ITSM project experience
- 3+ years of Big 4 or equivalent consulting experience
- 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 Implementation Specialist – Discovery
- Performance analytics and reporting experience – certifications are a plus
- Familiarity with ServiceNow Gen AI and intelligent automation capabilities
What we look for
We're interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways to nurture growth. You'll also need excellent communication and negotiation skills, as well as the ability to express big ideas to senior leaders, often without technical backgrounds. If you're ready to take ownership of a team that's poised to take the industry by storm, this role is for you.
What we offer
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 salary range for this job in most geographic locations in the US is $90,600 to $166,100. The salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $108,700 to $188,700. 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. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
- Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
The exceptional EY experience. It’s yours to build.
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
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Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.
EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, type Option 2 (HR-related inquiries) and then type Option 1 (HR Shared Services Center), which will route you to EY’s Talent Shared Services Team or email SSC Customer Support at ssc.customersupport@ey.com
