Ernst & Young

Global professional services: consulting, assurance, tax

Ttt – Servicenow+AI - Manager

IT OperationsUpdated on Nov 14

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

The role requires 8–14 years of overall IT experience, including at least 6 years of hands-on ServiceNow platform experience.
The candidate must have strong expertise in ServiceNow architecture, data models, scripting, JavaScript, and the Glide API.
The candidate must have a deep understanding of ServiceNow AI architecture, including Now Assist, GenAI Controller, AI Search, and Predictive Intelligence.
The candidate must have hands-on experience enabling GenAI-driven workflows, Agent Assist, and Virtual Agent capabilities.
The candidate must have experience leading enterprise-scale ServiceNow or AI-enabled transformations.
ServiceNow Certified System Administrator and CIS certifications are mandatory.
The candidate must have strong consulting, stakeholder management, and leadership skills.

Responsibilities

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.
Define and lead Now Assist 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.
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.
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.
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.
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.

Desired Qualifications

ServiceNow Certified Architect or advanced AI-focused certifications.
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.

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Job Description: ServiceNow Solution Architect / Engineering Manager (AI-Focused)

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

EY | Building a better working world

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.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

About the Company

Ernst & Young

Global professional services: consulting, assurance, tax

EY (Ernst & Young) provides professional services at a global scale, offering consulting, assurance, tax, and transaction advisory services. It serves clients across industries such as technology, media, real estate, hospitality, and construction. Instead of selling a single product, EY works with clients through tailored engagements where cross-disciplinary teams analyze challenges, design strategies, perform audits, help with tax planning, and assist with mergers or divestitures. What sets EY apart is its worldwide reach and integrated service model, industry-specific expertise, and focus on responsible business practices like sustainability, cybersecurity, and workforce flexibility. EY’s goal is to help organizations improve performance, manage risk, and achieve sustainable growth while building a better working world.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Boston, MA
Founded: 1991

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