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><h1 style="margin:24.0pt 0.0cm 0.0cm;line-height:115%;font-size:14.0pt;font-family:Calibri, sans-serif;color:#365f91">Job Description: ServiceNow Solution Architect / Engineering Manager (AI-Focused)</h1> <p style="margin:0.0cm 0.0cm 10.0pt;line-height:115%;font-size:11.0pt;font-family:Cambria, serif"><strong>Grade / Level: </strong>Manager<br><strong>Experience: </strong>8–14 years<br><strong>Team: </strong>EY GDS – TTT ServiceNow & CT Teams<br><strong>Location: </strong>Bengaluru / India GDS</p> <h2 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:13.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Role Summary</h2> <p style="margin:0.0cm 0.0cm 10.0pt;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">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.</p> <h2 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:13.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Key Responsibilities</h2> <h3 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Solution Architecture & Technical Leadership</h3> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Architect end-to-end ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, CSM, SecOps, and custom applications</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Define secure, scalable, and resilient ServiceNow architectures aligned with EY GDS and client enterprise standards</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Lead complex integrations using REST, SOAP, MID Server, and third-party enterprise platforms</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Establish best practices for data models, workflows, automation, and performance analytics</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Review and govern technical designs, AI feature usage, and code quality across engagements</li> </ul> <h3 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif;color:#4f81bd">ServiceNow AI, NowAssist & GenAI Architecture Leadership</h3> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Define and lead NowAssist and GenAI Controller–based solution architectures aligned to ServiceNow best practices</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Design AI-augmented use cases including Agent Assist, Virtual Agent, AI Search, case summarization, and resolution intelligence</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Architect context-aware GenAI workflows while ensuring data privacy, security, and responsible AI controls</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Partner with CT/CTP and TTT stakeholders to align AI adoption with platform roadmaps and value realization goals</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Evaluate ServiceNow AI features across releases and drive enterprise-scale adoption strategies</li> </ul> <h3 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Program & Delivery Leadership</h3> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Lead large-scale ServiceNow and AI-enabled transformation programs across multiple workstreams</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Collaborate with engagement and program leaders to manage scope, risks, quality, and timelines</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Proactively manage architecture risks, platform constraints, and delivery escalations</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Ensure compliance with EY GDS delivery governance, security, and quality standards</li> </ul> <h3 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Consulting Manager Responsibilities</h3> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Serve as a trusted advisor to client executives and senior IT leaders</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Translate business problems into ServiceNow and AI-led solution roadmaps</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Lead executive workshops, architecture reviews, and value-based discussions</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Support pre-sales, estimations, solutioning, and RFP responses</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Drive measurable outcomes through adoption, change, and value realization strategies</li> </ul> <h3 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif;color:#4f81bd">People & Practice Leadership</h3> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Manage, coach, and develop ServiceNow architects and engineers aligned to EY career frameworks</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Conduct performance reviews, goal setting, and capability development</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Build AI and ServiceNow competencies through certifications, training, and innovation initiatives</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Support hiring, onboarding, and capacity planning for GDS TTT and CT teams</li> </ul> <h3 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Governance, Risk & Innovation</h3> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Define platform governance, AI usage standards, and reusable architectural assets</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Ensure responsible AI usage aligned with EY risk, compliance, and data governance principles</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Promote innovation leveraging AI, automation, and emerging ServiceNow capabilities</li> </ul> <h2 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:13.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Required Skills & Qualifications</h2> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">8–14 years of overall IT experience with 6+ years of hands-on ServiceNow platform experience</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Strong expertise in ServiceNow architecture, data model, scripting (JavaScript, Glide API)</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Deep understanding of ServiceNow AI architecture including Now Assist, GenAI Controller, AI Search, and Predictive Intelligence</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Hands-on experience enabling GenAI-driven workflows, Agent Assist, and Virtual Agent capabilities</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Experience leading enterprise-scale ServiceNow or AI-enabled transformations</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">ServiceNow Certified System Administrator and CIS certifications (mandatory)</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">ServiceNow Certified Architect or advanced AI-focused certifications (preferred)</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Strong consulting, stakeholder management, and leadership skills</li> </ul> <h2 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:13.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Preferred Experience</h2> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Experience working in EY GDS, Big 4, or large global consulting organizations</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Exposure to AI governance, risk, compliance, and data privacy controls in enterprise environments</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Multi-industry experience including Technology, BFSI, Healthcare, or Manufacturing</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Strong executive communication and storytelling skills</li> </ul> <h2 style="margin:10.0pt 0.0cm 0.0cm;line-height:115%;font-size:13.0pt;font-family:Calibri, sans-serif;color:#4f81bd">Key Success Factors</h2> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Balances architectural depth with consulting and leadership mindset</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Drives responsible and scalable adoption of ServiceNow AI capabilities</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Demonstrates strong client orientation and outcome-driven delivery focus</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:11.0pt;font-family:Cambria, serif">Builds high-performing teams and contributes to GDS practice growth</li> </ul><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 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