GDS Consulting_ServiceNow Application Support Manager
GDS Consulting_ServiceNow Application Support Manager
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1 Vacancy
Job Description
At EY youll 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 were 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 Title: ServiceNow Application Support Manager
Location: Taguig City or Cebu City Philippines
Experience Level: 810 years
Employment Type: Full-Time
The Opportunity
At EY GDS Philippines were not just delivering technologywere driving transformation and innovation for some of the worlds leading organizations.
Were looking for a ServiceNow Application Support Manager with a strong technical foundation a client-focused mindset and a passion for solving complex problems. This is a hands-on leadership role that blends technical expertise with operational management ensuring platform stability performance and continuous improvement across multiple engagements.
If youre someone who loves digging into technical challenges inspiring teams and innovating the way support services are delivered this role is for you.
Key Responsibilities
Technical Leadership and Issue Resolution
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.
Backlog Management and Continuous Improvement
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.
Innovation and Operational Excellence
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 EYs broader Innovation and AI initiatives by proposing AI Ops predictive monitoring or self-healing solutions where possible.
Client and Stakeholder Management
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.
People Leadership and Team Development
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.
ITIL and Service Management Excellence
Ensure full adherence to ITIL processesIncident 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.
Skills and Experience Were Looking For
810 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.
Whats in it for You
Be part of EYs 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 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.
Required Experience:
Manager
Employment Type
Full Time
