ServiceNow - IT Operations Management; ITOM Senior Consultant - Tech Consulting

Position Overview

At EY you’ll play a leading role as a ServiceNow - IT Operations Management (ITOM) Senior Consultant in Tech Consulting. In the digital economy, upgrading outdated processes and systems is vital and challenging – and you will provide our clients with agile, authoritative solutions to overcome their toughest technical and creative challenges. You’ll also lead ServiceNow Transformation teams, motivate and develop your team, establish new client relationships, and build a career-defining experience.

Key Responsibilities

• Collaborate with clients to gather and analyze requirements, ensuring the final product meets their needs.
• Design and develop user interfaces that are functional and enhance user experience.
• Write clean, maintainable code and create specifications that support business objectives.
• Act as a workstream lead across all aspects of a ServiceNow ITOM/CMDB project including design, configuration/development, testing, and deployment phases.
• Manage and mentor a multi-disciplinary team of 3–5 resources, including offshore consultants, developers, and testers.
• Provide guidance and industry-leading expertise for ServiceNow ITOM/CMDB process implementations, aligning business objectives with process and technology transformation.
• Analyze people, process, and technology capabilities to provide leading practice recommendations and contribute to strategic roadmaps.
• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions including facilitating requirements workshops with business process experts.
• Support both waterfall and agile delivery models, including planning, status reporting, budgeting, and managing risks and issues.
• Create high-quality deliverables and project artifacts.
• Regular travel may be required to meet with clients.

Required Qualifications

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering, or a similar discipline.
• Typically, no less than 2–4 years of relevant ServiceNow ITOM/CMDB project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 of the following certifications: ServiceNow Certified Implementation Specialist – Data Foundations, Discovery, Event Management, Service Mapping.
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills including communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience in leading teams and supervising others.
• A valid U.S. driver’s license and the ability to travel to meet client needs.

Preferred Qualifications

• ServiceNow Certified Implementation Specialist – ITSM or HAM or SAM.
• Experience in performance analytics and reporting with relevant certifications considered a plus.
• Familiarity with ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).

Benefits & Perks

• Comprehensive Compensation & Benefits Package with performance‑based rewards.