ServiceNow Senior Consultant - IT Service Management (ITSM)

Responsibilities

• Act as a bridge between business needs and technological solutions by designing and delivering ITSM architectures.
• Interact with business stakeholders to evaluate business models and processes.
• Improve client ITSM processes, including Incident, Problem, Change, Service Catalog, or Knowledge Management.
• Lead workstreams throughout the project lifecycle, including design, configuration, testing, and deployment.
• Manage multidisciplinary teams of 3 to 5 people, including offshore resources.
• Provide expert advice on industry best practices for ITSM implementation and CMDB connectivity.
• Support both Waterfall and Agile delivery models, including planning, reporting, and risk management.

Requirements

• University degree in IT, Information Systems Management, Engineering, or a similar discipline.
• 2-4 years of relevant experience in ITSM projects using ServiceNow.
• ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) certification.
• At least one ServiceNow Implementation Specialist certification (ITSM, HRSD, or IRM).
• Proven experience leading teams and supervising others.
• Willingness to travel based on client needs.
• Strong interpersonal, communication, and problem-solving skills.

Benefits

• Hybrid work model offering flexibility based on project and team needs.
• EY University providing continuous learning with over 100 hours of training per year.
• Wellbeing HUB with physical and mental health programs.
• Flexible compensation plan (EY Flex) including transport, training, and meal vouchers.
• Defined career path with annual reviews and structured professional development.

About the Company

EY is a global leader in assurance, consulting, strategy, transactions, and legal and tax services. We work with public and private organizations to solve their most complex challenges. Our purpose is Building a Better Working World through innovation, multidisciplinary teamwork, and long-term talent development.