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​ US - Consulting - Tech Cons - TEP - ServiceNow Enterprise Service Management Transformation Leader – Senior Manager

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 Senior Manager you will 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 will lead ServiceNow Transformation teams in a rapidly growing area of the business. It is a client facing role, in which you will have opportunities to showcase your ability to not only motivate and develop teams but also establish and maintain client relationships. You will have an opportunity to grow your consulting, technical and team leadership skills, as well as build relationships and obtain experiences that will define your career.

Your key responsibilities

Here, you will 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 transform a clients' enterprise or global business service (GBS) capabilities with ServiceNow or evaluating how AI can streamline service delivery. Wherever you find yourself, you will be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

Skills and attributes for success

• Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges – this can include but not limited to developing proposals, engagement estimates, and participating in sales presentations

• Lead and develop strategies for ServiceNow enabled transformations, working with senior client executives on developing a business case, transformation roadmap, detailed plans and solution architectures

• Act as an engagement manager across all aspects of ServiceNow ESM and GBS (HR Service Delivery, Field Service Management, Workplace Service Delivery, Customer Service Management, Procurement, Legal Service Delivery) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases

• Ability to manage 2-3 engagements and mentor multi-disciplinary teams of 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 service management implementations across business functions (non-IT), including how specific business objectives can be met through process and technology transformation

• Ability to analyze a company's service management functional capabilities people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps

• Ability to lead client process 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 consulting and interpersonal skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization

• Ability to effectively develop presentations, functional and technical roadmaps as well as present ideas and proposals to all levels of management and technical expertise

• Experience with defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering, or similar discipline

• Minimum of 2 of the following ServiceNow certifications:

• ServiceNow Certified Implementation Specialist – HR Service Delivery

• ServiceNow Certified Implementation Specialist – Customer Service Management

• ServiceNow Certified Implementation Specialist – Field Service Management

• 8+ years of ServiceNow implementation experience

• 8+ years of Big 4 or equivalent consulting experience preferably at the Senior Manager or Director level

• Experience leading teams and supervising others

• A driver's license valid in the U.S (United States).

• Ability to travel to meet client needs (up to 60%)

Ideally, you will also have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)

• Performance analytics and reporting experience – certifications are a plus

• Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus

• Familiarity with ServiceNow Gen AI and intelligent automation capabilities

What we look for

We are interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways to nurture growth. You will 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 are ready to take ownership of a team that is 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 base salary range for this job in all geographic locations in the US is $169,900 to $388,200. The salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $203,900 to $441,300. 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 the time over the course of an engagement, project or year. 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.

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.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

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, 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, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com