ServiceNow IT Operations Management (ITOM) Technical Architect Manager

EY-ServiceNow – Manager - ITOM Technical Architect

As part of our EY GDS-ServiceNow team, you will work to solve client problems using the ServiceNow platform, specifically focusing on IT Operations Management (ITOM). You will get an opportunity to work with a high-quality team and build innovative solutions that address complex enterprise challenges.

The opportunity

We’re looking for a Technical Architect with expertise in ServiceNow ITOM architecture and implementation to join the EY GDS ServiceNow team. This is a fantastic opportunity to be part of a leading firm whilst being instrumental in driving ITOM transformation and platform strategy for global clients.

Your key responsibilities

• Lead the architecture, design and implementation of ServiceNow ITOM solutions including Discovery, Service Mapping, Event Management, and Cloud Management
• Define and implement scalable CMDB architecture, governance frameworks, and data models
• Drive end-to-end ITOM strategy, aligning ServiceNow capabilities with enterprise IT operations and business goals
• Architect and deliver event correlation, observability, and AIOps solutions using ServiceNow Event Management and integrations
• Design and implement Service Mapping solutions for business services and applications
• Lead Discovery implementation, including MID Server setup, credential management, and troubleshooting
• Drive integration architecture using REST/SOAP APIs, IntegrationHub, and third-party monitoring tools
• Provide technical leadership and mentoring to development and implementation teams
• Collaborate with stakeholders to gather requirements and translate them into technical and architectural specifications
• Ensure adherence to platform best practices, governance, and security standards
• Support performance tuning, scalability optimization, and platform upgrades
• Drive DevOps and Agile delivery practices across ITOM implementations
• Conduct design reviews, code reviews, and architecture governance

Skills and attributes for success

• Strong expertise in ServiceNow ITOM modules: Discovery, Service Mapping, Event Management, CMDB, Cloud Management
• Deep understanding of CMDB data modeling, CSDM framework, and data governance
• Experience in AIOps, event correlation, and monitoring tool integrations (e.g., Splunk, Dynatrace, SolarWinds)
• Knowledge of infrastructure technologies: servers, networks, cloud platforms (AWS, Azure, GCP)
• Strong JavaScript, Glide scripting, and ServiceNow platform development skills
• Experience with REST/SOAP integrations and IntegrationHub
• Strong problem-solving, analytical, and communication skills

To qualify for the role, you must have

• Bachelor’s degree in computer science, Engineering, or related field
• Approximately 8–12 years of IT experience, with significant exposure to ServiceNow ITOM
• Proven experience as a Technical Architect or Lead in ServiceNow ITOM implementations
• ServiceNow CSA certification (mandatory)
• ServiceNow CIS – Discovery / Service Mapping (mandatory)
• ITIL Foundation certification (preferred)

Ideally, you’ll also have

• Experience with CSDM adoption and enterprise CMDB strategy
• Exposure to multi-cloud environments and cloud discovery
• Knowledge of latest ServiceNow releases and features

What we look for

• A team of people with strong technical expertise, consulting mindset, and innovation-driven approach
• Individuals passionate about digital transformation and IT operations modernization
• Ability to work in a collaborative, fast-paced global environment
• Strong leadership, stakeholder management, and communication skills

What working at EY offers

At EY, we’re dedicated to helping our clients, from startups to Fortune 500 companies — and the work we do with them is as varied as they are.

You get to work with inspiring and meaningful projects. Our focus is education and coaching alongside practical experience to ensure your personal development. We value our employees and you will be able to control your own development with an individual progression plan. You will quickly grow into a responsible role with challenging and stimulating assignments. Moreover, you will be part of an interdisciplinary environment that emphasizes high quality and knowledge exchange. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you