TTT - Service Now AI - Manager

Role Overview

Grade / Level: Manager

Experience: 8-14 years

Team: EY GDS - TTT ServiceNow & CT Teams

Location: Bengaluru / India GDS

Role Summary

The ServiceNow Solution Architect - Manager is a senior consulting and technology leadership role within EY GDS. This role leads the architecture, design, and delivery of AI-enabled, enterprise-scale ServiceNow solutions for global clients. The position combines deep ServiceNow platform expertise, Now Assist and GenAI Controller-led architecture, consulting leadership, and people management. The individual acts as a trusted advisor to client and internal stakeholders, driving platform transformation aligned to EY consulting methodologies, risk frameworks, and business outcomes.

Key Responsibilities

Solution Architecture & Technical Leadership

• Architect end-to-end ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, CSM, SecOps, and custom applications
• Define secure, scalable, and resilient ServiceNow architectures aligned with EY GDS and client enterprise standards
• Lead complex integrations using REST, SOAP, MID Server, and third-party enterprise platforms
• Establish best practices for data models, workflows, automation, and performance analytics
• Review and govern technical designs, AI feature usage, and code quality across engagements

ServiceNow AI, NowAssist & GenAI Architecture Leadership

• Define and lead NowAssist and GenAI Controller-based solution architectures aligned to ServiceNow best practices
• Design AI-augmented use cases including Agent Assist, Virtual Agent, AI Search, case summarization, and resolution intelligence
• Architect context-aware GenAI workflows while ensuring data privacy, security, and responsible AI controls
• Partner with CT/CTP and TTT stakeholders to align AI adoption with platform roadmaps and value realization goals
• Evaluate ServiceNow AI features across releases and drive enterprise-scale adoption strategies

Program & Delivery Leadership

• Lead large-scale ServiceNow and AI-enabled transformation programs across multiple workstreams
• Collaborate with engagement and program leaders to manage scope, risks, quality, and timelines
• Proactively manage architecture risks, platform constraints, and delivery escalations
• Ensure compliance with EY GDS delivery governance, security, and quality standards

Consulting Manager Responsibilities

• Serve as a trusted advisor to client executives and senior IT leaders
• Translate business problems into ServiceNow and AI-led solution roadmaps
• Lead executive workshops, architecture reviews, and value-based discussions
• Support pre-sales, estimations, solutioning, and RFP responses
• Drive measurable outcomes through adoption, change, and value realization strategies

People & Practice Leadership

• Manage, coach, and develop ServiceNow architects and engineers aligned to EY career frameworks
• Conduct performance reviews, goal setting, and capability development
• Build AI and ServiceNow competencies through certifications, training, and innovation initiatives
• Support hiring, onboarding, and capacity planning for GDS TTT and CT teams

Governance, Risk & Innovation

• Define platform governance, AI usage standards, and reusable architectural assets
• Ensure responsible AI usage aligned with EY risk, compliance, and data governance principles
• Promote innovation leveraging AI, automation, and emerging ServiceNow capabilities

Required Skills & Qualifications

• 8-14 years of overall IT experience with 6+ years of hands-on ServiceNow platform experience
• Strong expertise in ServiceNow architecture, data model, scripting (JavaScript, Glide API)
• Deep understanding of ServiceNow AI architecture including Now Assist, GenAI Controller, AI Search, and Predictive Intelligence
• Hands-on experience enabling GenAI-driven workflows, Agent Assist, and Virtual Agent capabilities
• Experience leading enterprise-scale ServiceNow or AI-enabled transformations
• ServiceNow Certified System Administrator and CIS certifications (mandatory)
• ServiceNow Certified Architect or advanced AI-focused certifications (preferred)
• Strong consulting, stakeholder management, and leadership skills

Preferred Experience

• Experience working in EY GDS, Big 4, or large global consulting organizations
• Exposure to AI governance, risk, compliance, and data privacy controls in enterprise environments
• Multi-industry experience including Technology, BFSI, Healthcare, or Manufacturing
• Strong executive communication and storytelling skills

Key Success Factors

• Balances architectural depth with consulting and leadership mindset
• Drives responsible and scalable adoption of ServiceNow AI capabilities
• Demonstrates strong client orientation and outcome-driven delivery focus
• Builds high-performing teams and contributes to GDS practice growth

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.