TTT - Service now - AI - Manager

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. 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 is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.