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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ServiceNow - ServiceNow IT Service Management (ITSM) - Senior -Tech Cons - Open Location - **Company:** Ernst & Young LLP - **Location:** Palo Alto, CA, United States (Remote available) - **Experience:** Expert - **Salary:** $102,500.0 - $187,900.0 - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Artificial Intelligence, Configuration Management Databases, Data Infrastructure, Knowledge Management, Search Technologies, Systems Architecture, ServiceNow IT Service Management, Information Technology, Servicenow - **Published:** June 17, 2026 - **Apply:** https://dejobs.org/x/x/04217A7B50064039A2FF776C9A110C92/job/ ## About the Role * A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline * Typically, no less than 2 - 4 years relevant ServiceNow ITSM project experience * ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD) * Minimum of 1 of the following ServiceNow certifications: * ServiceNow Certified Implementation Specialist - ITSM * 3+ years of Big 4 or equivalent consulting experience * Excellent soft skills - communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization * Experience leading teams and supervising others * A driver's license valid in the U.S. * Ability to travel to meet client needs Ideally, you'll also have * ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA) * Performance analytics and reporting experience - certifications are a plus * ServiceNow Certified Implementation Specialist - Data Foundations or HAM or SAM * Experience in ServiceNow's AI solutions (e.g., Now Assist, Agentic, AI Control Tower) What we look for We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers are those who demonstrate strong analytical skills, the ability to communicate effectively, and a passion for technology and its impact on business. ## Description As a Senior Technology Analyst, you will play a pivotal role in bridging the gap between business needs and technical solutions. You will interact with business stakeholders to gather and analyze requirements, ensuring that newly implemented technology solutions meet their needs. Your collaboration with technical teams will be essential in designing and delivering effective system architecture solutions., In this role, you will spend your time engaging with clients and internal teams to ensure successful project delivery. You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This position may require regular travel to meet with clients, allowing you to build relationships and understand their needs better. Key responsibilities include: * Interacting with business stakeholders to evaluate business models and processes. * Analyzing newly implemented technology solutions to verify they meet business requirements. * Collaborating with technical teams to design and deliver system architecture solutions. Skills and attributes for success Here, you'll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers' ITSM processes (e.g., Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management) or evaluating how AI can streamline delivery. Wherever you find yourself, you'll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation. * Act as a workstream lead across all aspects of a ServiceNow ITSM project and solution delivery including but not limited to design, configuration/development, testing and deployment phases * Ability to manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources (e.g., consultants, developers, and testers) * Provide guidance and industry leading practice expertise for ServiceNow ITSM process implementations, including how specific business objectives can be met through process and technology transformation * Ability to analyze a company's people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps * Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes * Current knowledge of ServiceNow AI capabilities for ITSM, including Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower * Ability to identify and advise clients on practical AI-enabled ITSM use cases, including incident triage, ticket summarization, knowledge recommendations, self-service automation, and service desk productivity * Ability to translate ServiceNow AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations * Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources * Experience in waterfall and agile delivery models - including supporting management activities such as planning, status reporting, budgets and risk and issue logs * Ability to create high quality deliverables and project artifacts ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Building an agentic software factory: How we rebuilt product development at Pipedrive](https://www.wearedevelopers.com/videos/100261-building-an-agentic-software-factory-how-we-rebuilt-product-development-at-pipedrive) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Azure AI Foundry for Developers: Open Tools, Scalable Agents, Real Impact](https://www.wearedevelopers.com/videos/1541-azure-ai-foundry-for-developers-open-tools-scalable-agents-real-impact) - [Robots are coming into the wild! 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