At EY, we’re all in to shape your future with confidence.We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.Join EY and help to build a better working world.Job Description: ServiceNow Solution Architect / Engineering Manager (AI-Focused)Grade / Level: ManagerExperience: 8–14 yearsTeam: EY GDS – TTT ServiceNow & CT TeamsLocation: Bengaluru / India GDSRole SummaryThe 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 ResponsibilitiesSolution Architecture & Technical LeadershipArchitect end-to-end ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, CSM, SecOps, and custom applicationsDefine secure, scalable, and resilient ServiceNow architectures aligned with EY GDS and client enterprise standardsLead complex integrations using REST, SOAP, MID Server, and third-party enterprise platformsEstablish best practices for data models, workflows, automation, and performance analyticsReview and govern technical designs, AI feature usage, and code quality across engagementsServiceNow AI, NowAssist & GenAI Architecture LeadershipDefine and lead NowAssist and GenAI Controller–based solution architectures aligned to ServiceNow best practicesDesign AI-augmented use cases including Agent Assist, Virtual Agent, AI Search, case summarization, and resolution intelligenceArchitect context-aware GenAI workflows while ensuring data privacy, security,



and responsible AI controlsPartner with CT/CTP and TTT stakeholders to align AI adoption with platform roadmaps and value realization goalsEvaluate ServiceNow AI features across releases and drive enterprise-scale adoption strategiesProgram & Delivery LeadershipLead large-scale ServiceNow and AI-enabled transformation programs across multiple workstreamsCollaborate with engagement and program leaders to manage scope, risks, quality, and timelinesProactively manage architecture risks, platform constraints, and delivery escalationsEnsure compliance with EY GDS delivery governance, security, and quality standardsConsulting Manager ResponsibilitiesServe as a trusted advisor to client executives and senior IT leadersTranslate business problems into ServiceNow and AI-led solution roadmapsLead executive workshops, architecture reviews, and value-based discussionsSupport pre-sales, estimations, solutioning, and RFP responsesDrive measurable outcomes through adoption, change, and value realization strategiesPeople & Practice LeadershipManage, coach, and develop ServiceNow architects and engineers aligned to EY career frameworksConduct performance reviews, goal setting, and capability developmentBuild AI and ServiceNow competencies through certifications, training, and innovation initiativesSupport hiring, onboarding, and capacity planning for GDS TTT and CT teamsGovernance, Risk & InnovationDefine platform governance, AI usage standards, and reusable architectural assetsEnsure responsible AI usage aligned with EY risk, compliance, and data governance principlesPromote innovation leveraging AI, automation,



and emerging ServiceNow capabilitiesRequired Skills & Qualifications8–14 years of overall IT experience with 6+ years of hands-on ServiceNow platform experienceStrong 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 IntelligenceHands-on experience enabling GenAI-driven workflows, Agent Assist, and Virtual Agent capabilitiesExperience leading enterprise-scale ServiceNow or AI-enabled transformationsServiceNow Certified System Administrator and CIS certifications (mandatory)ServiceNow Certified Architect or advanced AI-focused certifications (preferred)Solid consulting, stakeholder management, and leadership skillsPreferred ExperienceExperience working in EY GDS, Big 4, or large global consulting organizationsExposure to AI governance, risk, compliance, and data privacy controls in enterprise environmentsMulti-industry experience including Technology, BFSI, Healthcare, or ManufacturingStrong executive communication and storytelling skillsKey Success FactorsBalances architectural depth with consulting and leadership mindsetDrives responsible and scalable adoption of ServiceNow AI capabilitiesDemonstrates strong client orientation and outcome-driven delivery focusBuilds high-performing teams and contributes to GDS practice growth EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.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.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.

📌 Ttt - Service Now - Ai - Manager (Bengaluru)
🏢 EY
📍 Bengaluru