EY GDS Consulting_ServiceNow Application Support Manager 

Philippines, Taguig 

130963602

Experience Level: 8–10 years
Employment Type: Full-Time

• Serve as the technical escalation point for complex ServiceNow production issues across modules such as Incident, Problem, Change, Knowledge, and Service Catalog.
• Lead hands-on troubleshooting and root cause analysis (RCA) to resolve high-impact incidents and prevent recurrence.
• Oversee performance tuning, job monitoring, and platform health checks.

• Take ownership of the ServiceNow incident and enhancement backlog, ensuring timely triaging, prioritization, and resolution.
• Identify patterns in recurring issues and drive problem management, technical debt reduction, and process improvements.
• Introduce automation opportunities, self-service options, and knowledge base enhancements to reduce ticket volumes.

• Foster an innovation-driven support culture, constantly seeking ways to improve speed, quality, and efficiency of service delivery.
• Recommend and implement operational best practices, including use of ServiceNow analytics, reporting dashboards, and performance KPIs.
• Contribute to EY’s broader Innovation and AI initiatives by proposing AI Ops, predictive monitoring, or self-healing solutions where possible.

• Act as the primary point of contact for client escalations, service performance reviews, and governance calls.
• Build strong relationships with client teams by delivering transparent communication, managing expectations, and demonstrating proactive service improvement.

• Lead and mentor a team of ServiceNow Support Analysts, Admins, and Developers.
• Conduct regular performance reviews, technical training sessions, and career development planning for the team.
• Encourage a culture of ownership, customer focus, and collaborative problem-solving.

• Ensure full adherence to ITIL processes—Incident, Problem, Change, and Request Management.
• Lead service reporting, including SLA/KPI tracking and monthly service dashboards.
• Provide leadership representation in Change Advisory Board (CAB) and Problem Management forums.

• 8–10 years of overall IT experience, with minimum 5 years in ServiceNow platform support, administration, or development roles.
• Strong hands-on troubleshooting skills in ServiceNow platform issues including performance, workflows, integrations, and user experience.
• Exposure to HR Service Delivery (HRSD) module is a plus.
• Proven experience managing ticket backlogs, client escalations, and service delivery metrics.
• Strong understanding and application of ITIL processes (ITIL Foundation certification required; ITIL Intermediate/Expert preferred).
• ServiceNow Certified System Administrator (CSA) – Required
• Advanced ServiceNow certifications (Implementation Specialist, HRSD, ITSM) – Preferred
• Excellent communication and stakeholder management skills, with ability to work with global clients and distributed teams.

• Be part of EY’s Global Elite ServiceNow Partner practice, delivering value to global clients.
• Lead in a dynamic, fast-growing environment where your technical decisions and leadership make a real impact.
• Work with a high-performing team, committed to innovation, continuous learning, and operational excellence.
• Access to ServiceNow training, certifications, and EY leadership development programs.

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.