About this role
EY
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Consulting - Technology Consulting, Platforms, ServiceNow - IT Service Management (ITSM) (Manager) (Multiple Positions) (1748482), Ernst & Young U.S. LLP, New York, NY.
Assists clients by providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives. Act as a technical leader across all aspects of ServiceNow project and solution delivery. Provide guidance and expertise on IT Service Management (ITSM) process implementation, along with utilizing knowledge of the connectivity to IT Operations Management (ITOM) and IT Asset Management (ITAM) processes. Manage client design sessions, facilitating requirements workshops and interacting with functional and/or business process area subject matter resources. Support project and agile scrum management activities. Oversee application and workflow design, configuration and testing. Develop client-specific reporting processes and integration components. Provide trusted advice on how digital transformation and technology enablement can lead to improved performance. Manage and mentor a multi-disciplinary teams and resources including offshore resources. Analyze a company’s ITSM people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps. Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Manage and motivate teams of professionals with diverse skills and backgrounds. Consistently deliver quality client services by monitoring progress. Demonstrate in-depth technical capabilities and professional knowledge. Maintain long-term client relationships and networks. Cultivate business development opportunities.
Full time employment, Monday – Friday, 40 hours per week, 8:30 am – 5:30 pm.
MINIMUM REQUIREMENTS:
Must have a Bachelor’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 5 years of progressive, post-baccalaureate work experience. Alternatively, will accept a Master’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 4 years of work experience.
Must have 4 years of ServiceNow implementation experience with IT Service Management (ITSM).
Must have 4 years of ServiceNow consulting experience to external clients at a professional services firm, including providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives.
Must have 4 years of experience in leading ServiceNow client design sessions, facilitating requirements workshops, and interacting with functional and/or business process area subject matter resources.
Must have 4 years of ServiceNow experience designing and implementing customized reporting processes and integration components tailored to client needs.
Must have 2 years of experience leading and coaching teams of ServiceNow consulting professionals.
Must have 2 years of experience integrating ServiceNow with other systems using APIs.
Must have 4 years of ServiceNow experience in waterfall and agile delivery models, including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
Requires travel up to 80%, of which 20% may be international, to serve client needs.
Employer will accept any suitable combination of education, training, or experience.
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