ServiceNow ITOM Manager (Multiple Positions)

About the role

EY Technology Consulting in Austin, Texas, is hiring multiple managers for its ServiceNow IT Operations Management (ITOM) practice. The role supports clients by advising on how ServiceNow aligns with their business objectives and managing the development and deployment of ServiceNow solutions, with full-time, Monday to Friday hours.

Key responsibilities

• Assist clients with insights and recommendations on how ServiceNow supports their business objectives.
• Manage the development and deployment of ServiceNow solutions in line with leading practices and standards.
• Use Service Mapping, Discovery, Event Management and CMDB modules to optimise IT infrastructure and service management.
• Validate client readiness for ITOM Service Mapping and capture the details needed to start it.
• Guide clients on deploying and configuring MID servers for Service Mapping, Discovery and Event Management.
• Analyse client processes and systems, and provide technical guidance and mentorship to offshore teams and juniors.
• Test and quality-assure implementations, run UAT with clients and prioritise defects.
• Lead offshore development teams and create a Service Mapping playbook and execution roadmap.
• Produce technical documentation and train clients on the ServiceNow platform, with ongoing post-implementation support.
• Manage and motivate teams, monitor client service quality, maintain client relationships and pursue business development.

Required profile

• Bachelor's degree in MIS, IS, Computer Science, Engineering, Business, Operations Management or a related field, with 5 years of post-baccalaureate experience; alternatively a Master's degree with 4 years of experience.
• 4 years of experience designing and implementing ServiceNow ITOM solutions (Service Mapping, Discovery, Event Management, CMDB).
• 4 years of ServiceNow consulting experience with external clients at a professional services firm.
• 4 years leading client design sessions, requirements workshops and engaging with business process subject matter experts.
• 4 years designing custom reporting and integration components for clients.
• 2 years leading and coaching ServiceNow consulting teams.
• 2 years integrating ServiceNow with other systems via APIs.
• 4 years in waterfall and agile delivery, including planning, status reporting, budgets and risk and issue logs.
• Willingness to travel up to 80%, including 20% internationally.

Required skills

• ServiceNow ITOM (Service Mapping, Discovery, Event Management, CMDB)
• ServiceNow API integrations
• Waterfall and agile delivery

What we offer

• Base salary of $224,141 per year, with a total rewards package including medical and dental coverage, pension and 401(k) plans.
• Hybrid model with most client-facing roles working in person 40-60% of the time.
• Vacation policy and paid holidays, plus flexible leave options.