About this role
<div style="font-family:Arial;font-size:1.0em"> <p>At EY, we’re all in to shape your future with confidence. </p> <p>We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. </p> <p>Join EY and help to build a better working world. </p> </div> <div style="font-family:Arial;font-size:1.0em"> </div><p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Role Summary:</strong></span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">We are seeking an ITSM Functional Consultant & Scrum Master with strong expertise in IT Service Management practices, ITIL4 principles, and hands-on experience with leading ITSM tools such as ServiceNow. The role combines functional ITSM consulting with Scrum Master responsibilities, requiring the candidate to drive ITSM process implementations while enabling Agile delivery teams for iterative, incremental, and value-driven outcomes.</span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">The ideal candidate will act as an ITSM Process consultant, ITIL Strategy Consultant, Agile Facilitator, and Scrum Master, bridging business stakeholders, ITSM platform teams, and Agile delivery teams to ensure high-quality, timely, and sustainable ITSM solutions.</span></p> <p> </p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Key Responsibilities:</strong></span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>ITSM Process Consulting & Delivery</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">In depth understand of ITIL4 framework along with ITSM practices.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Design and implement ITSM processes aligned with ITIL4 best practices.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Conduct assessments to identify gaps and recommend process improvements.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Support ITSM transformation initiatives ensuring alignment with business objectives.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Good knowledge in Excel concepts (Power BI is added advantage)</span></li> </ul> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>ServiceNow Architect/Functional Consulting</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Provide functional expertise on ServiceNow modules.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Should be able to function as ServiceNow solution architect.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Assist in requirement gathering, solution design, and configuration support.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">In-depth understanding of ServiceNow tool (How it works, tables relations, CMDB, Flow Designer etc)</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Collaborate with technical teams to ensure successful implementation.</span></li> </ul> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Scrum Master and Agile Enablement</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Act as a Scrum Master for ITSM and ServiceNow implementation teams.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Coach teams on Scrum, Agile principles, and mindset, ensuring adherence to Agile values.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Remove impediments and proactively manage risks and dependencies impacting delivery.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Work with Product Owners to refine backlogs, define acceptance criteria, and ensure clarity of priorities.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Promote continuous improvement, transparency, and predictable delivery using Agile metrics.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Enable effective collaboration between business stakeholders, functional consultants, and technical teams.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Facilitate collaboration across teams to ensure smooth adoption of Agile practices.</span></li> </ul> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Client Engagement & Advisory</strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Conduct workshops and training sessions on ITSM and Agile practices.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Serve as a trusted advisor to client stakeholders, guiding ITSM and Agile adoption journeys.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Support pre-sales activities including solution shaping and client discussions (where applicable).</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Prepare documentation including process flows, solution proposals, runbooks, reports and presentations.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Build and maintain strong relationships with client stakeholders.</span></li> </ul> <p> </p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Foundational Requirements:</strong></span></p> <p> </p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Deliver projects to clients on time and with exceptional quality by fostering strong team collaboration. Clearly outline deliverables, set priorities, establish timelines, review outputs, and provide constructive feedback to maintain high standards.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Organize and lead interactive workshops and training programs for clients, focusing on ITIL, IT infrastructure concepts, Agile/Scrum practices, and related domains.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Demonstrate proficiency in client engagement by building, managing, and strengthening relationships with key stakeholders. Apply strong analytical and problem-solving capabilities to address complex challenges effectively.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Exhibit excellent communication and presentation skills to influence decision-makers and drive desired outcomes.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Stay current with evolving ITSM, ServiceNow, Agile, and digital service management trends.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Work collaboratively across teams and functions to create integrated, value-driven deliverables for clients.</span></li> </ul> <p> </p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Qualifications:</strong></span></p> <p> </p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Bachelor’s degree in information technology, Computer Science, or a related discipline.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Master’s degree in IT or Business Management is considered an advantage.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">4–6 years of experience in client-facing roles within IT consulting, ITSM Implementations, Technology Strategy, Agile Delivery, Project Management, Product Implementation, or service integration environments.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Hands-on experience with ITSM processes, ITIL practices, and ServiceNow functional consulting.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Proven experience working as a Scrum Master or Agile delivery lead in IT or platform implementation projects.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Strong knowledge of - ITSM frameworks and ITIL4, IT operating models and Agile & Scrum methodologies</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">ITIL4 certification is required; ServiceNow certifications such as CSA or CAD and Scrum Master Certifications like CSM/PSM are preferred. Additional relevant certifications will be an added benefit.</span></li> </ul> <p> </p><div style="font-family:Arial;font-size:1.0em"> <p><b>EY | Building a better working world </b></p> <p>EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.</p> <p>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.</p> <p>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.</p> </div>