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ITOM Manager

Location:  Vancouver
Other locations:  Primary Location Only
Salary: Competitive
Date:  Apr 24, 2024

Job description

Requisition ID:  1489047
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


We have an exciting opportunity for an ITOM Manager to join our team and drive the optimization and efficiency of our clients' IT operations. EY is a leading consulting firm dedicated to building a better working world. We pride ourselves on fostering innovation, collaboration, and a supportive work culture where every team member can thrive.


As the ITOM Manager, you will be responsible for leading, managing, and delivering ITOM solutions for our clients.


Your key responsibilities 

  • Collaborate with application owners to review the architecture of business applications and obtain sign-off.
  • Create and develop Service Maps for a range of business applications, from complex to small.
  • Utilize ITOM tools such as IT visibility to construct service maps efficiently.
  • Engage with cross-functional teams, including IT operations, development, infrastructure, and business stakeholders, to ensure alignment and accuracy in service mapping.
  • Coordinate with Application owners to review and approve the maps.
  • Troubleshoot issues related to service dependencies and infrastructure configuration.
  • Establish a discovery schedule, configure Mid Server Infrastructure, add Behaviors, integrate with other tools and platforms, and resolve complex discovery issues and errors.
  • Design custom patterns as needed to incorporate required integrations and components.
  • Establish functional and technical processes to leverage Service Maps for identified use cases, such as ITSM processes and Vulnerability responses.
  • Provide status reports to EY and Clients project sponsors on the project status.

Skills and attributes for success 


To qualify for the role, you must have.

  • Minimum 3 years’ experience with the implementation of ServiceNow Discovery and ServiceNow Service Mapping, with at least half the time spent developing custom patterns.
  • Knowledge on IT Visibility on Kubernetes and containers discovery in Cloud.
  • Deep experience with ServiceNow scripting.
  • Minimum 3 years PowerShell experience.
  • Minimum 3 years’ experience in Python, Ruby or a similar scripting language.
  • Understanding of the ServiceNow Common Service Data Model (CSDM).
  • Experience with Dynatrace, AppDynamics and/or event management solutions such as SolarWinds as plus, integrations (inbound and outbound) to those systems and configuring those systems.


Ideally, you’ll also have 

  • Experience in Chef, Puppet, Ansible or similar infrastructure as code technology.
  • Experience with telecommunication networks and infrastructure.


What we look for


We are seeking an experienced professional, who possesses a Strong technical expertise, Analytical & Problem-Solving Skills, and communication abilities.   


What we offer 


We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial, and social well-being. Plus, we offer: 

  • Support and coaching from some of the most engaging colleagues in the industry. 
  • Learning opportunities to develop new skills and progress your career. 
  • The freedom and flexibility to handle your role in a way that’s right for you. 

The salary range for this job in British Columbia is $110,000 to $165,000. Individual salaries within this range are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and work location city.


Diversity and Inclusion at EY


Diversity and inclusiveness are 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, advocating for the 2SLGBT+ community, promoting our Neurodiversity Centre of Excellence and Accessibility initiatives, and are dedicated to amplifying the voices of Indigenous people (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. 

EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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