TTT - Service Now AI - Manager

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Job Description: Service Now Solution Architect / Engineering Manager (AI-Focused)

Grade / Level: Manager
Experience: 8–14 years
Team: EY GDS – TTT Service Now & CT Teams
Location: Bengaluru / India GDS

Role Summary

The Service Now Solution Architect – Manager is a senior consulting and technology leadership role within EY GDS. This role leads the architecture, design, and delivery of AI-enabled, enterprise-scale Service Now solutions for global clients. The position combines deep Service Now platform expertise, Now Assist and GenAI Controller–led architecture, consulting leadership, and people management. The individual acts as a trusted advisor to client and internal stakeholders, driving platform transformation aligned to EY consulting methodologies, risk frameworks, and business outcomes.

Key Responsibilities

Solution Architecture & Technical Leadership

• Architect end-to-end Service Now solutions across ITSM, ITOM, ITAM, HRSD, CSM, Sec Ops, and custom applications

• Define secure, scalable, and resilient Service Now architectures aligned with EY GDS and client enterprise standards

• Lead complex integrations using REST, SOAP, MID Server, and third-party enterprise platforms

• Establish best practices for data models, workflows, automation, and performance analytics

• Review and govern technical designs, AI feature usage, and code quality across engagements

Service Now AI, Now Assist & Gen

AI Architecture Leadership:

• Define and lead Now Assist and GenAI Controller–based solution architectures aligned to Service Now best practices

• Design AI-augmented use cases including Agent Assist, Virtual Agent, AI Search, case summarization, and resolution intelligence

• Architect context-aware GenAI workflows while ensuring data privacy, security, and responsible AI controls

• Partner with CT/CTP and TTT stakeholders to align AI adoption with platform roadmaps and value realization goals

• Evaluate Service Now AI features across releases and drive enterprise-scale adoption strategies

Program & Delivery Leadership

• Lead large-scale Service Now and AI-enabled transformation programs across multiple workstreams

• Collaborate with engagement and program leaders to manage scope, risks, quality, and timelines

• Proactively manage architecture risks, platform constraints, and delivery escalations

• Ensure compliance with EY GDS delivery governance, security, and quality standards

Consulting Manager Responsibilities

• Serve as a trusted advisor to client executives and senior IT leaders

• Translate business problems into Service Now and AI-led solution roadmaps

• Lead executive workshops, architecture reviews, and value-based discussions

• Support pre-sales, estimations, solutioning, and RFP responses

• Drive measurable outcomes through adoption, change, and value realization strategies

People & Practice Leadership

• Manage, coach, and develop Service Now architects and engineers aligned to EY career frameworks

• Conduct performance reviews, goal setting, and capability development

• Build AI and Service Now competencies through certifications, training, and innovation initiatives

• Support hiring, onboarding, and capacity planning for GDS TTT and CT teams

Governance, Risk & Innovation

• Define platform governance, AI usage standards, and reusable architectural assets

• Ensure responsible AI usage aligned with EY risk, compliance, and data governance principles

• Promote innovation leveraging AI, automation, and emerging Service Now capabilities

Required Skills & Qualifications

• 8–14 years of overall IT experience with 6+ years of hands-on Service Now platform experience

• Strong expertise in Service Now architecture, data model, scripting (JavaScript, Glide API)

• Deep understanding of Service Now AI architecture including Now Assist, GenAI Controller, AI Search, and Predictive Intelligence

• Hands-on experience enabling GenAI-driven workflows, Agent Assist, and Virtual Agent capabilities

• Experience leading enterprise-scale Service Now or AI-enabled transformations

• Service Now Certified System Administrator and CIS certifications (mandatory)

• Service Now Certified Architect or advanced AI-focused certifications (preferred)

• Strong consulting, stakeholder management, and leadership skills

Preferred Experience

• Experience working in EY GDS, Big 4, or large global consulting organizations

• Exposure to AI governance, risk, compliance, and data privacy controls in enterprise environments

• Multi-industry experience including Technology, BFSI, Healthcare, or Manufacturing

• Strong executive communication and storytelling skills

Key Success Factors

• Balances architectural depth with consulting and leadership mindset

• Drives responsible and scalable adoption of Service Now AI capabilities

• Demonstrates strong client orientation and outcome-driven delivery focus

• Builds high-performing teams and contributes to GDS practice growth

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