TTT Service now AI Manager KA 560016

EY · Consulting & Professional Services

Bengaluru, India
On-site
Posted today
Apply by 10 Oct
IT & Infrastructure

About the job

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Job Description: ServiceNow Solution Architect / Engineering Manager (AI-Focused)

Grade / Level: Manager

Experience: 8–14 years

Team: EY GDS – TTT ServiceNow & CT Teams

Location: Bengaluru / India GDS

Role Summary

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.

Key Responsibilities

Solution Architecture & Technical Leadership

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

ServiceNow AI, NowAssist & GenAI Architecture Leadership

Define and lead NowAssist and GenAI Controller–based 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

Program & Delivery Leadership

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

Consulting Manager Responsibilities

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

People & Practice Leadership

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

Governance, Risk & Innovation

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

Required Skills & Qualifications

8–14 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

Preferred Experience

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

Key Success Factors

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

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