Manager - ServiceNow

The opportunity 

We’re looking for a ServiceNow Manager who is experienced at working with a wide range of client stakeholders in software application development space. This confident and articulate communicator is comfortable in front of external and internal stakeholders, operating as a trusted adviser able to lend guidance to clients.

The right candidate is a quick study, who thrives in an environment of continual change. They have demonstrable experience in ServiceNow implementation and process improvement initiatives. Being an adaptable, resilient self-starter who is able to remain laser-focused on high-quality deliverables will set you up for success. Familiarity with IT service management, ITIL framework and ServiceNow platform is essential to be successful in this role.

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. 

Your key responsibilities 

• The Manager is the functional and technical expert.
• Work on ServiceNow-based projects which includes designs, code reviews, best practices, solution advice etc.
• Act as a trusted advisor to our clients as well as our engagement team to provide delivery leadership and participate in or lead business development activities, from opportunity identification, qualification, scoping, solutioning, proposal writing, presentations and demonstrations.
• Work closely with clients, business stakeholders, and technical teams to understand requirements, design solutions, and deliver successful implementations and develop long-term relationships and networks both internally and externally.
• Design and implement complex solutions to meet customer requirements and configure and implement custom applications/modules.
• Participate in workshops with customers to assess current processes and establish future-state processes and provide oversight and unit testing of code developed by partner or customer employees.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as
• Telecommunications, Financial Services, HealthCare and Life Sciences

Skills and attributes for success 

• 5+ years of experience in business and/or technical management of requirements and delivery of projects as a Manager/ Business Consultant / Business
• Development / Pre-sales, and or Project/Program Manager
• A deep understanding and knowledge of implementing ServiceNow solutioning.
• Strong connections in the market to establish and expand the ServiceNow practice.
• Worked across various stakeholder groups including end users, functional teams, operations, infrastructure and more to transfer knowledge and resolve problems.
• Built long-term business relationships with senior client personnel and executives through engagements and networking.
• Worked with senior firm leaders to understand, enhance and integrate service offerings across service lines
• Knowledge of the ServiceNow platform as well as experience delivering ServiceNow implementations is a requirement.
• Strong experience and skillsets in selling ServiceNow and service offerings to potential clients / customers, and the necessary knowledge and technical knowhow in working with customers and delivery team

To qualify for the role you must have

• Minimum 4-8 years of experience in software development.
• Minimum of 5+ years of ServiceNow implementation experience in complex environments.
• Minimum of 4+ years of technology experience, including development, implementation, and maintenance of large-scale systems.
• Proficient in all phases of the Application Development lifecycle with experience in an agile environment.
• Ability to travel up to 50% OR Ability to work outside of local time zone
• Industry domain expertise in any of:  Telecommunications, Banking/Financial Services, Healthcare, Manufacturing, Government, Field Services, Procurement, etc.
• Success driving complex issues through analysis and resolution
• Experience working collaboratively
• Strong understanding of ServiceNow platform architecture, applications, and modules.
• Experience with integrations between ServiceNow and other tools/systems.
• Excellent verbal and written communication skills, with experience interacting with clients at multiple levels.
• Ability to work independently and manage multiple task assignments.
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgement.
• ServiceNow certifications are preferred.
• Experience with Knowledge Base platforms, ideally ServiceNow Knowledge Management application is a plus.

Ideally, you’ll also have 

• CTA certification or pursuing a CTA certification will be a plus.
• Minimum 1 year of experience managing complex stakeholder environments in delivery and/or operational roles.
• Experience with security operations.
• Previous experience with regulatory or compliance based technical solution delivery.  

What we look for

We’re interested in passionate leaders with a strong vision and a desire to stay on top of trends in the Technology Consulting space. If you have a strong passion for helping businesses achieve their IT strategy, this role is for you. 

This job posting relates to an existing vacancy within our organization.

What we offer

The EY benefits package is designed to support your physical, emotional, financial, and social wellbeing. Our extensive benefits include comprehensive medical, dental, and prescription drug coverage, as well as mental health benefits, a robust Employee Assistance Program and group savings plans to promote your overall wellbeing. We offer generous time off, including personal days, vacation days, and additional firm-wide holidays, along with the option to purchase extra vacation days. Employees can take advantage of EY's exclusive learning programs tailored just for them. We also provide internal opportunities for career development and advancement, enabling you to grow within the firm. Get involved in meaningful volunteering through EY Ripples and make a positive impact in the community.

EY reports salary ranges in accordance with applicable provincial pay transparency legislation. Individual salaries within the anticipated salary ranges noted below are determined through a wide variety of factors including but not limited to internal equity, education, relevant experience, knowledge, and applicable skill sets.

• Vancouver & Toronto : $110,000 to $160,000
• Victoria :  $99,000 to $149,000

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

To help create the best experience during the recruitment process, please describe any accommodations you may need.

Inclusiveness at EY 

Inclusiveness is at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world. 

Learn about our commitment to Inclusiveness at https://www.ey.com/en_ca/about-us/corporate-responsibility/equity

At EY, we use artificial intelligence (AI) tools as one element of our recruitment process to enhance efficiency and improve the candidate experience. While AI supports us in our process, human judgment and decision-making remain integral in our candidate experience. We are committed to the responsible use of AI, and our practices are continuously reviewed and refined to ensure they align with the highest ethical principles and regulatory requirements.

To all recruitment agencies: EY does not accept unsolicited resumes from recruitment agencies. Any resumes submitted without a prior agreement or request from our hiring team will not be considered. EY is not responsible for any fees related to unsolicited resumes.