ServiceNow - ServiceNow Architect - Manger

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

EY-ServiceNow Technical Management and Support

As part of EY GDS-ServiceNow team, you will be solving client problems using the ServiceNow platform. You will get the opportunity to work with a high-performing team and drive innovative solutions that address complex client needs.

The opportunity

We’re looking for a ServiceNow Technical Manager with strong Application Management Services experience on the ServiceNow Platform to join the EY GDS ServiceNow team. This is a fantastic opportunity to be part of a leading firm while playing a key role in driving excellence, continuous improvement, and platform stability for global clients.

Your key responsibilities

• Lead and manage platform management engagements, ensuring high-quality support, adherence to SLAs, and overall client satisfaction.
• Drive incident, problem, and change management processes in alignment with ITIL best practices.
• Engage proactively with product vendors and stay updated with the latest ServiceNow (SN) features and product enhancements, including leveraging AI-driven capabilities.
• Identify opportunities for automation and continuous improvement across platform operations.
• Oversee platform enhancements, minor development activities, and continuous improvements across ServiceNow modules.
• Provide technical leadership to the team through solution design, code reviews, and enforcement of best practices.
• Manage and prioritize the backlog, ensuring timely resolution of tickets and production issues.
• Handle integrations with third-party systems using REST/SOAP APIs, web services, and orchestration tools.
• Analyse recurring issues and implement permanent fixes through effective problem management.
• Collaborate with business stakeholders to understand requirements and deliver scalable, efficient solutions.
• Ensure system stability, performance optimization, and successful execution of platform upgrades.
• Lead ServiceNow Health Scan initiatives, continuous patching, and upgrade activities to ensure platform reliability, compliance, and optimal performance.
• Drive BAU dashboard creation and management, including SLA/KPI reporting, performance analytics, and executive-level dashboards.
• Prepare and present regular status reports, KPIs, and service improvement plans to stakeholders.
• Mentor and guide team members, fostering skill development and delivery excellence.

Skills and attributes for success

• Strong experience in AMS/support projects on ServiceNow
• Good understanding of ITIL processes (Incident, Problem, Change, Release)
• Expertise in ServiceNow scripting (JavaScript, Glide APIs) and platform capabilities
• Experience in integrations, automation, and orchestration
• Hands-on experience with one or more modules like ITOM, CSM , IRM.
• Strong experience in reporting, dashboards, and Performance Analytics (PA)
• Experience in managing SLAs, KPIs, and operational dashboards
• Exposure to Agile delivery models and DevOps practices
• Knowledge of emerging technologies like AI/Gen AI in ServiceNow is an added advantage

To qualify for the role, you must have

• College degree in a related technology field (Computer Science, Engineering, etc.) or equivalent experience
• Approximately 9–12 years of experience, with significant exposure to ServiceNow  Technical Architect, Platform management and leadership
• ServiceNow CSA certification is mandatory, along with at least one or more CIS certifications
• Strong experience in managing large-scale transformation/support engagements
• ITIL Foundation certification is mandatory

Ideally, you’ll also have

• Experience with tools like JIRA, ServiceNow Agile, or equivalent for backlog management
• Exposure to ServiceNow upgrades, platform governance, and release management
• Experience in stakeholder management and client-facing roles
• Knowledge of ServiceNow’s latest features and roadmap

What we look for

• A team player and Leader with strong technical acumen and leadership capabilities
• Proactive problem-solving mindset with a focus on operational excellence
• Ability to manage multiple stakeholders and priorities in a fast-paced environment
• Passion to learn and adapt to new technologies

What working at EY offers

At EY, we’re dedicated to helping our clients, from start-ups to Fortune 500 companies — and the work we do with them is as varied as they are.

You get to work on inspiring and meaningful projects. Our focus is education and coaching alongside practical experience to ensure your personal development. You’ll quickly grow into a responsible role with challenging assignments and be part of a collaborative environment focused on quality and innovation.

Plus, we offer:

• Support, coaching, and feedback from experienced professionals
• Opportunities to develop new skills and grow your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY | Building a better working world 

 
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