ServiceNow ITOM Architect - Manager - Consulting - Location OPEN

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better. Join us and build an exceptional experience for yourself, and a better working world for all.

The exceptional EY experience. It's yours to build.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

​ US - Consulting - Tech Consulting- TEP ServiceNow ITOM Architect – 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 our ServiceNow Manager 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 a tight-knit team in a rapidly growing area of the business. It's a high-profile 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 customer relationships. As you do, we'll support you in developing consultancy and analytical skills – along with relationships that could define your career.

Your key responsibilities

We are seeking a highly skilled and experienced ServiceNow ITOM Architect join our dynamic team. As a ServiceNow ITOM Architect, you will play a pivotal role in implementing and optimizing ServiceNow solutions for our clients. Your expertise in ServiceNow ITOM (Service Mapping, Discovery, Event Management, and CMDB) will be crucial in delivering high-quality services and solutions to our clients, ensuring their business processes are streamlined and optimized.

Skills and attributes for success

Consultation and Requirements Gathering:

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.

Leverage Service Mapping checklist to validate readiness of client environment to initiate ITOM Service Mapping efforts.

Capture the right details needed to initiate Service Mapping – such as credentials, application architecture diagrams, entry points etc.

ServiceNow Implementation and Configuration:

Design, configure, and implement ServiceNow solutions tailored to meet client's business needs.

Utilize ServiceNow Service Mapping, Discovery, Event Management, and CMDB modules effectively to optimize IT infrastructure and service management processes.

Provide guidance to clients on the deployment of MID servers.

Configure MID servers to support Service Mapping, Discovery and Event Management

Hands on experience with Service Mapping pattern development

Experience with pattern based and tag based mapping.

Experience of designing and enabling CSDM for clients

Experience in designing system to system integrations.

Develop custom solutions and integrations as necessary to enhance the functionality of ServiceNow platform.

Solution Development and Deployment:

Lead the development and deployment of ServiceNow solutions, ensuring adherence to leading practices and standards.

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.

Lead 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.

Client Training and Support:

Provide comprehensive training to clients on the usage and administration of ServiceNow platform.

Offer ongoing support and assistance to clients post-implementation, addressing any issues or concerns in a timely manner.

Documentation and Knowledge Sharing:

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

To qualify for the role, you must have

Bachelor's degree in Computer Science, Information Technology, or related field.

Minimum 3 years of recent experience designing and implementing ServiceNow ITOM solutions such as Service Mapping, Discovery, Event Management, and CMDB.

Minimum 5+ years of recent experience working as a ServiceNow Consultant, with a focus on ITSM, ITOM, ITAM and other IT related capabilities.

Excellent communication and interpersonal skills, with the ability to effectively engage with clients and team members.

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.

Must be able to set goals and participate in strategic initiatives for a team.

Experience or certification in SAFE or other industry proven architecture frameworks.

Strong understanding of ITIL framework and IT service management processes.

A driver's license valid in the U.S.

Be willing and able for regular travel to client sites.

Ideally, you'll also have

Prior experience with scripting languages such as JavaScript, PowerShell, or Python a plus

ServiceNow certifications (e.g., Certified Implementation Specialist - HAM, Certified Implementation Specialist – SAM, Certified System Administrator) are highly desirable.

What we look for

We're interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways nurture growth. You'll also need excellent communication and negotiation skills. We'll look to you to have the ability to express big ideas to influence C-suite leaders while also having technical skills to architect the right solutions for clients. 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 base salary range for this job in all geographic locations in the US is $141,200 to $258,900. The salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $169,500 to $294,300. 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.

EY accepts applications for this position on an on-going basis. 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.

For those living in California, please click here for additional information.

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, 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