TTT Service Now AI Manager
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Job Summary
At EY were all in to shape your future with confidence.
Well 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.
Grade / Level: Manager
Experience: 814 years
Team: EY GDS TTT ServiceNow & CT Teams
Location: Bengaluru / India GDS
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 Controllerled 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.
- 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 NowAssist and GenAI Controllerbased 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
- 814 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
- 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
- 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.
Required Experience:
Manager
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