Location: Anywhere in Country

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Service Now– Service Now AI 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 a Service Now Consulting Manager you’ll 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’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client visible role, you will spearhead EY’s AI thought leadership, shaping our strategic point of view and driving innovation through the design and development of cutting-edge solutions and assets. You will collaborate closely with our clients to enable AI-driven transformation across user experience, agentic workflows, and robust AI governance frameworks. Your responsibilities will include leading the build and deployment of AI-native solutions, partnering with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end-to-end AI strategies that address complex business challenges and unlock new opportunities for growth.

Your key responsibilities

As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure. Travel may be required as needed by external clients.

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.

• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.

• Provide direction and feedback to team members, ensuring successful task completion.

Skills and attributes for success

Here, you’ll 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 improve our customers’ AI capabilities on the Service Now platform or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

• Act as an engagement or workstream lead across all aspects of a Service Now AI project and solution delivery including but not limited to design, configuration/development, testing and deployment phases

• Ability to manage and mentor a multi-disciplinary team of 5-10+ 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 Service Now AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations, including how specific business objectives can be met through process and AI driven transformation

• Hands-on experience configuring AI Search capabilities within the Service Now platform, customising search relevance and integrating with knowledge management systems.

• Expertise in deploying and managing NOW Assist Skills Kit, including designing, training, and optimising AI-powered virtual agents for tailored user experiences.

• Proven ability to configure and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments

• Strong foundation in prompt engineering, including crafting effective prompts for large language models (LLMs) and optimising AI responses for business context.

• Demonstrated experience integrating and orchestrating multiple LLMs to enhance solution accuracy, flexibility, and scalability within Service Now workflows.

• Practical knowledge in implementing Retrieval-Augmented Generation (RAG) techniques for improved information retrieval and contextual AI outputs

• Familiarity with foundational AI and data architecture concepts, including Model Context Protocol (MCP) and Agent-to-Agent (A2A) protocols for secure and efficient system integrations

• Ability to lead client process and 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 support pre-sales efforts including creating proposals and estimates

• Ability to create high quality deliverables and project artifacts

To qualify for the role, you must have

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

• Typically, no less than 2 - 5 years of relevant Service Now NOW Assist implementation experience

• Experience implementing Service Now’s AI solutions (Now Assist, Agentic, or AI Control Tower)

Minimum of 1 of the following Service Now certifications:

• Suite Certification – NOW Assist for ITSM

• Suite Certification – NOW Assist for HRSD

• Suite Certification – NOW Assist for CSM

• 5+ years of Big 4 or equivalent consulting experience

• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization

• Experience leading teams and supervising others

• A driver’s license valid in the U.S.

• Ability to travel to meet client needs

Ideally, you’ll also have

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA)

• Prior experience implementing Moveworks capabilities is highly desired

What we look for

We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

• 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 $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $171,200 to $297,200. 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.

Are you ready to shape your future with confidence? Apply today.

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

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

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

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

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