ServiceNow Platform Engineer (Financial Services) Senior Consultant/Manager (12-month Contract)

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. 

The Opportunity

In Technology Risk, the way we contribute to building a better working world, our purpose, is to translate uncertainty into confidence so that performance is accelerated. We do this for our clients, our people and ourselves. Confidence accelerates performance. Simply put, when people work better, business works better. When business works better, the world works better.

We are part of FSO Consulting providing technology risks solutions to our clients through delivering services on the design, implementation, rationalization of controls and remediation for the purpose of mitigating and preventing risks in our client’s applications, infrastructure and data. A transversal area of specialization in the area of information technology, information security and third-party risk management.

Using our proprietary methodology, our professionals help clients conduct internal controls diagnostics, perform internal controls transformations and risk remediation, and deliver internal controls testing outsourcing or co-sourcing services.

Your Key Responsibilities

Incident Management

• Acknowledge and triage incidents raised by end users in the ServiceNow platform to ensure timely response and resolution.
• Perform initial troubleshooting using available logs, workflow traces, or configuration checks to restore service functionality as quickly as possible.
• Apply standard recovery steps or known workarounds to resolve the issue within L2 capability.
• Engage with users to gather additional information or replicate the issue where necessary.
• Escalate unresolved or complex incidents to L3 support when the issue requires code or configuration changes.
• Update incident records with investigation details, resolution actions, and communication notes to maintain traceability.
• Ensure incident handling follows defined SLAs, priority classifications, and communication guidelines.

Request Fulfilment

• Review incoming requests to identify enhancement or change requirements related to the ServiceNow platform.
• Validate request details, confirm scope, and ensure appropriate approvals are in place before forwarding to the L3/development team for assessment and implementation.
• Coordinate with requesters to gather clarifications or supporting information when required.
• Track the progress of enhancement requests and provide updates to stakeholders as needed.
• Ensure all requests are logged, categorized, and routed accurately within the ITSM tool in alignment with ITIL Request Fulfilment and Change Management processes.

Change Management

• Prepare and raise Change Requests (CRs) in accordance with the organization’s change management process and governance framework.
• Ensure each CR includes all necessary details such as scope of change, impacted modules, deployment steps, rollback plan, validation plan, and risk assessment.
• Coordinate with relevant stakeholders to obtain timely approvals and ensure all mandatory CAB (Change Advisory Board) reviews are completed prior to production deployment.
• Facilitate CAB (Change Advisory Board) review sessions by providing complete change details and addressing clarifications as required.
• Ensure deployments are performed in compliance with segregation of duties, access control policies, and change management standards.
• Track change status, approvals, and closures to ensure compliance with SLAs and audit requirements.
• Maintain accurate change records in the ITSM system for traceability and post-deployment verification.

Release Management and Documentation

• Manage the end-to-end release preparation and execution process for approved changes, ensuring smooth and coordinated production deployments.
• Prepare comprehensive release notes for every deployment, summarizing the scope, configuration items impacted, enhancements or fixes included, known issues, and post-deployment validation steps.
• Coordinate with stakeholders for deployment readiness checks, ensuring all pre-deployment activities (data backup, dependency validation, and access readiness) are completed.
• Execute production deployments including promotion of update sets, configuration migrations, and any required manual deployment activities as per approved change requests.
• Maintain a rollback plan for each deployment and ensure readiness in case of deployment failure or critical issues.
• Document post-deployment validation results and update deployment logs for audit and traceability.
• Store release notes, deployment logs, and rollback plans in a central repository (e.g., Confluence or ServiceNow Knowledge Base) for future reference and compliance review.
• Collaborate with the L3 and release management teams to continuously refine the deployment checklist and improve release quality.

Monitoring and Observability

• Continuously monitor the health, availability, and performance of the ServiceNow platform across Production, UAT, and SIT environments.
• Review system logs, integration logs, and scheduled job executions to identify potential anomalies, failed transactions, or performance degradation.
• Ensure monitoring dashboards, alerts, and notifications (from ServiceNow or external monitoring tools) are reviewed regularly, and appropriate actions are taken to prevent service disruptions.
• Perform first-level investigation of any alerts or anomalies and initiate corrective measures where feasible.
• Escalate unresolved or recurring issues to the L3 or platform engineering teams with complete diagnostic details and supporting evidence.
• Participate in periodic platform health reviews to provide insights into system performance and recommend preventive improvements.

Root Cause Analysis and Problem Management

• Conduct root cause analysis (RCA) for incidents that are recurring, high impact, or require further investigation after resolution.
• Reproduce the issue in non-production environments (UAT/SIT) to confirm the cause and validate the fix approach.
• Identify the underlying factors such as data issues, configuration gaps, or integration delays contributing to the incident.
• Document the RCA findings, including cause, impact, and recommended corrective or preventive actions, in the respective incident or problem record.
• Collaborate with L3 or platform engineering teams to implement permanent fixes where required.
• Participate in post-incident review meetings to share findings and lessons learned.
• Update internal runbooks or knowledge articles with recovery steps or preventive measures to avoid similar future incidents.

Communication and Coordination

• Act as the primary communication bridge between end users, internal stakeholders, and the L3/development team for all ServiceNow platform issues and requests.
• Provide timely updates on incident progress, RCA outcomes, and deployment activities to relevant stakeholders through the appropriate communication channels.
• Coordinate with business users during issue replication or validation to ensure that fixes and resolutions meet functional expectations.
• Work closely with L3 support and platform engineering teams to track progress on escalated issues, enhancement requests, and change deployments.
• Notify impacted stakeholders in advance of planned deployments, maintenance windows, or platform outages.
• Participate in regular review or stand-up meetings to discuss open incidents, recent changes, monitoring observations, and upcoming releases.
• Maintain clear and consistent documentation of communication threads and actions taken to ensure full traceability.
• Escalate critical or high-priority issues promptly following the defined escalation matrix to ensure business continuity.

Compliance and Access Control

• Ensure all activities performed within the ServiceNow platform comply with the organization’s security, governance, and audit policies.
• Adhere to the Segregation of Duties (SoD) principle - L2 support may perform deployments and administrative actions only within authorized boundaries and must not perform any development or configuration changes.

To Qualify for the role, you must have

• Possess a degree in Information Technology, Computer Science, Engineering, or a related field.
• At least 5 to 8 years of experience in software development, system/platform engineering, preferably with relevant technical certifications and focus on ServiceNow platform development (e.g. platforms such as ServiceNow, Atlassian, or BMC with capabilities such as ITSM, HR, Workplace Management, Governance, Risk & Compliance, IT Security Operations etc.).
• Extensive experience in enterprise application software development, including analysis, design, development, testing, implementation, documentation, and support - a thorough understanding of delivery methodologies and tools SDLC.
• Strong background and exposure in system engineering, coding, integration, and technical architecture.
• Proficiency in configuring and developing Business Rules, Client Scripts, UI Policies, UI Scripts, ACLs, Service Portal, Service Catalog, and Forms, including knowledge of and experience with technologies (such as JavaScript, Glide, Angular, HTML, PowerShell, Jelly scripting etc.).
• Experience with API development and integration using REST, SOAP, and JSON APIs.
• Experience with project delivery methodologies and tools (e.g. Agile, Scrum, Jira).
• Excellent analytical and problem-solving skills.
• Ability to work autonomously and prioritize tasks in a deadline-driven environment.
• Excellent communication and interpersonal skills.
• Familiarity with corporate services business domains such as HR, Finance, IT, Governance, Risk, Compliance, Legal, Audit, Corporate Communications, IT Security Operations, Workplace Management and Business Continuity Management etc.
• Product certification (ServiceNow) is advantageous.
• Financial industry experience is a plus.

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization.
 

What we offer

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
   

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Shape the future with confidence
 
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