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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ServiceNow - ServiceNow IT Operations Management (ITOM) Manager - Tech Cons - Open Location - **Company:** Ernst & Young LLP - **Location:** Boston, MA, United States (Remote available) - **Salary:** $142,600.0 - $261,500.0 - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Artificial Intelligence, Configuration Management Databases, Computer Literacy, Data Infrastructure, ServiceNow IT Service Management, Software Application Programming, ServiceNow IT Operations Management, Information Technology, Servicenow - **Published:** July 28, 2026 - **Apply:** https://dejobs.org/x/x/EE27BF0C27304C249B9532CD85DEE3EF/job/ ## About the Role * Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers) * Ability to build and foster client relationships and demonstrate the value of EY services * Excellent business acumen with the ability to make fact-based decisions and resolve conflicts * Provide guidance and industry leading practice expertise for ServiceNow ITOM/CMDB 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 * Experience applying ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency. * Ability to advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation. * Understanding of the data and governance foundations required for ITOM AI, including CMDB/CSDM quality, observability data, integrations, and responsible AI adoption. * 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 support pre-sales efforts including creating proposals and estimates * Ability to create high-quality deliverables and project artifacts To qualify for the role, you must have * A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline * Typically, no less than 4 - 6 years of relevant ServiceNow ITOM/CMDB project experience * ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD) * Minimum of 2 of the following ServiceNow certifications: * ServiceNow Certified Implementation Specialist - Data Foundations * ServiceNow Certified Implementation Specialist - Discovery * ServiceNow Certified Implementation Specialist - Event Management * ServiceNow Certified Implementation Specialist - Service Mapping * 5+ years of Big 4 or equivalent consulting experience * Excellent soft skills - executive 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) * ServiceNow Certified Implementation Specialist - ITSM or HAM or SAM * Performance analytics and reporting experience - certifications are a plus * Experience in ServiceNow's AI solutions (Now Assist, Agentic, AI Control Tower) What we look for We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation. ## Description As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure. Travel may be required as needed by external clients. * Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area. * Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results. * Provide direction and feedback to team members, ensuring successful task completion. 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' ITOM and CMDB process 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 an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB project and solution delivery including but not limited to design, configuration/development, testing and deployment phases ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Tackling the Risks of AI - With AI](https://www.wearedevelopers.com/videos/1690-tackling-the-risks-of-ai-with-ai) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Your next 10x engineer isn't in your city. Refactor accordingly.](https://www.wearedevelopers.com/videos/100103-your-next-10x-engineer-isn-t-in-your-city-refactor-accordingly) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Should Tech Managers Be Developers First? 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