EY Tech/Enterprise Platforms - ServiceNow ITOM 

United States, Illinois, Chicago 

636117834

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Skills and attributes for success

Consultation and Requirements Gathering:

• Collaborate with EY's Tech Strategy, ServiceNow and client teams to understand and capture business requirements and translate them into technical requirements for ServiceNow configuration.
• Conduct thorough analysis of client's existing processes and systems to identify opportunities for improvement and optimization.
• Leverage Service Mapping checklist to validate readiness of client environment to initiate ITOM Service Mapping efforts.
• Capture the right details needed to initiate Service Mapping – such as credentials, application architecture diagrams, entry points etc.

ServiceNow Implementation and Configuration:

• Assist in the design, configure, and implement ServiceNow solutions tailored to meet client's business needs.
• Work with EY's Global Delivery Services team located offshore and guide them to configure ServiceNow Service Mapping, Discovery, Event Management, and CMDB modules effectively to optimize IT infrastructure and service management processes.
• Work with EY's Global Delivery Services team located offshore and guide them to configure integrations between ServiceNow and third-party systems, tools, and databases, utilizing REST and SOAP APIs.
• Provide guidance to clients on the deployment of MID servers.
• Configure MID servers to support Service Mapping, Discovery and Event Management.
• Hands-on experience with Service Mapping pattern development.
• Experience with pattern based and tag based mapping.
• Experience of CSDM.
• Assist with Defining data management strategies, including data import/export, transformation, and cleansing, to maintain data integrity and consistency within the ServiceNow platform.
• Experience in importing and normalizing data into the ServiceNow CMDB (Configuration Management Database) to ensure accurate configuration items (CI) details are being used in IT workflows.
• Develop custom solutions and integrations as necessary to enhance the functionality of ServiceNow platform.

Solution Development and Deployment:

• Work with the Architect and lead the development and deployment of ServiceNow solutions, ensuring adherence to leading practices and standards.
• Assist Architect and project managers in designing and executing workshops for design collaboration with clients.
• Provide technical guidance and mentorship to offshore developers and junior team members throughout the implementation process.
• Conduct thorough testing and quality assurance to ensure the reliability and performance of implemented solutions.
• Facilitate User Acceptance Testing with client and help them prioritize defects.
• Participate and host scrum meetings with the offshore development team by providing technical expertise, design & architecture guidance throughout the design, build and testing efforts.
• Create technical documentation, including architecture diagrams, design documents, configuration guides, and release notes.
• Provide training and knowledge transfer to project team members, administrators on ServiceNow functionalities, best practices, and usage guidelines.

Client Training and Support:

• Provide comprehensive training to clients on the usage and administration of ServiceNow platform and ITOM capabilities.
• Offer ongoing support and assistance to clients post-implementation, addressing any issues or concerns in a timely manner.

Documentation and Knowledge Sharing:

• Create detailed technical documentation including solution designs, configuration guides, and standard operating procedures.
• Share expertise and best practices with team members to foster knowledge sharing and continuous learning.

To qualify for the role you must have

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 1 year of experience designing and implementing ServiceNow ITOM solutions such as Service Mapping, Discovery, Event Management, and CMDB.
• Minimum 3+ years of recent experience working as a ServiceNow Consultant, with a focus on ITSM, ITOM, ITAM, CMDB and other IT workflows related capabilities.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients and team members.
• Ability to effectively develop presentations, functional and technical roadmaps as well as present ideas and proposals to all levels of management and technical expertise.
• Experience with defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture.
• Must be able to set goals and participate in strategic initiatives for a team.
• Experience or certification in SAFe or other industry proven architecture frameworks.
• Strong understanding of ITIL framework and IT service management processes.

Ideally, you'll also have

• Prior experience with scripting languages such as JavaScript, PowerShell, or Python a plus.
• ServiceNow certifications (e.g., Certified Implementation Specialist - ITOM, Certified System Administrator) are highly desirable.

What we look for

We're interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways nurture growth. You'll also need excellent communication and negotiation skills. We'll look to you to have the ability to express big ideas to influence C-suite leaders while also having technical skills to architect the right solutions for clients. If you're ready to take ownership of a team that's poised to take the industry by storm, this role is for you.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.