Manager - ServiceNow

<div><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">At EY, we’re all in to shape your future with confidence. </span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. </span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Join EY and help to build a better working world. </span></p></div><div style="text-align:justify"> </div><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>The opportunity </strong></span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">We’re looking for a ServiceNow Manager who is experienced at working with a wide range of client stakeholders in software application development space. This confident and articulate communicator is comfortable in front of external and internal stakeholders, operating as a trusted adviser able to lend guidance to clients.</span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">The right candidate is a quick study, who thrives in an environment of continual change. They have demonstrable experience in ServiceNow implementation and process improvement initiatives. Being an adaptable, resilient self-starter who is able to remain laser-focused on high-quality deliverables will set you up for success. Familiarity with IT service management, ITIL framework and ServiceNow platform is essential to be successful in this role.</span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">At EY, you’ll 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 we’re 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. </span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Your key responsibilities </strong></span></p><ul style="text-align:justify"><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">The Manager is the functional and technical expert.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Work on ServiceNow-based projects which includes designs, code reviews, best practices, solution advice etc.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Act as a trusted advisor to our clients as well as our engagement team to provide delivery leadership and participate in or lead business development activities, from opportunity identification, qualification, scoping, solutioning, proposal writing, presentations and demonstrations.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Work closely with clients, business stakeholders, and technical teams to understand requirements, design solutions, and deliver successful implementations and develop long-term relationships and networks both internally and externally.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Design and implement complex solutions to meet customer requirements and configure and implement custom applications/modules.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Participate in workshops with customers to assess current processes and establish future-state processes and provide oversight and unit testing of code developed by partner or customer employees.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as </span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Telecommunications, Financial Services, HealthCare and Life Sciences</span></li></ul><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Skills and attributes for success </strong></span></p><ul style="text-align:justify"><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">5+ years of experience in business and/or technical management of requirements and delivery of projects as a Manager/ Business Consultant / Business </span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Development / Pre-sales, and or Project/Program Manager</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">A deep understanding and knowledge of implementing ServiceNow solutioning.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Strong connections in the market to establish and expand the ServiceNow practice.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Worked across various stakeholder groups including end users, functional teams, operations, infrastructure and more to transfer knowledge and resolve problems.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Built long-term business relationships with senior client personnel and executives through engagements and networking.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Worked with senior firm leaders to understand, enhance and integrate service offerings across service lines</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Knowledge of the ServiceNow platform as well as experience delivering ServiceNow implementations is a requirement.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Strong experience and skillsets in selling ServiceNow and service offerings to potential clients / customers, and the necessary knowledge and technical knowhow in working with customers and delivery team</span></li></ul><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>To qualify for the role you must have</strong></span></p><ul style="text-align:justify"><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Minimum 4-8 years of experience in software development.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Minimum of 5+ years of ServiceNow implementation experience in complex environments.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Minimum of 4+ years of technology experience, including development, implementation, and maintenance of large-scale systems.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Proficient in all phases of the Application Development lifecycle with experience in an agile environment.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Ability to travel up to 50% OR Ability to work outside of local time zone</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Industry domain expertise in any of:  Telecommunications, Banking/Financial Services, Healthcare, Manufacturing, Government, Field Services, Procurement, etc.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Success driving complex issues through analysis and resolution</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Experience working collaboratively</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Strong understanding of ServiceNow platform architecture, applications, and modules.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Experience with integrations between ServiceNow and other tools/systems.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Excellent verbal and written communication skills, with experience interacting with clients at multiple levels.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Ability to work independently and manage multiple task assignments.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Strong problem solving and troubleshooting skills with the ability to exercise mature judgement.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">ServiceNow certifications are preferred.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Experience with Knowledge Base platforms, ideally ServiceNow Knowledge Management application is a plus.</span></li></ul><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Ideally, you’ll also have </strong></span></p><ul style="text-align:justify"><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">CTA certification or pursuing a CTA certification will be a plus.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Minimum 1 year of experience managing complex stakeholder environments in delivery and/or operational roles.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Experience with security operations.</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Previous experience with regulatory or compliance based technical solution delivery.  </span></li></ul><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>What we look for</strong></span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">We’re interested in passionate leaders with a strong vision and a desire to stay on top of trends in the Technology Consulting space. If you have a strong passion for helping businesses achieve their IT strategy, this role is for you. </span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">This job posting relates to an existing vacancy within our organization.</span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>What we offer</strong></span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">The EY benefits package is designed to support your physical, emotional, financial, and social wellbeing. Our extensive benefits include comprehensive medical, dental, and prescription drug coverage, as well as mental health benefits, a robust Employee Assistance Program and group savings plans to promote your overall wellbeing. We offer generous time off, including personal days, vacation days, and additional firm-wide holidays, along with the option to purchase extra vacation days. Employees can take advantage of EY's exclusive learning programs tailored just for them. We also provide internal opportunities for career development and advancement, enabling you to grow within the firm. Get involved in meaningful volunteering through EY Ripples and make a positive impact in the community.</span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">EY reports salary ranges in accordance with applicable provincial pay transparency legislation. Individual salaries within the anticipated salary ranges noted below are determined through a wide variety of factors including but not limited to internal equity, education, relevant experience, knowledge, and applicable skill sets.</span></p><ul style="text-align:justify"><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Vancouver &amp; Toronto : $110,000 to $160,000</span></li><li style="text-align:justify;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Victoria :  $99,000 to $149,000</span></li></ul><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Are you ready to shape your future with confidence? Apply today.</span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">To help create the best experience during the recruitment process, please describe any accommodations you may need.</span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Inclusiveness at EY </strong></span></p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">  </span></p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Inclusiveness is at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world. </span></p><p style="text-align:justify"> </p><p style="text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Learn about our commitment to Inclusiveness at <a href="https://www.ey.com/en_ca/about-us/corporate-responsibility/equity">https://www.ey.com/en_ca/about-us/corporate-responsibility/equity</a></span></p><p style="text-align:justify"> </p><div style="border:none;border-bottom:solid windowtext 1.5pt;padding:0.0in 0.0in 1.0pt 0.0in"><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>EY | Building a better working world</strong></span></p><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"> </p><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.</span></p><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"> </p><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">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.</span></p><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"> </p><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">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.</span></p><p style="border:none;padding:0.0in;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"> </p></div><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"> </p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">At EY, we use artificial intelligence (AI) tools as one element of our recruitment process to enhance efficiency and improve the candidate experience. While AI supports us in our process, human judgment and decision-making remain integral in our candidate experience. We are committed to the responsible use of AI, and our practices are continuously reviewed and refined to ensure they align with the highest ethical principles and regulatory requirements.</span></p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"> </p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:justify"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">To all recruitment agencies: EY does not accept unsolicited resumes from recruitment agencies. Any resumes submitted without a prior agreement or request from our hiring team will not be considered. EY is not responsible for any fees related to unsolicited resumes.</span></p>