TTT - Servicenow+AI - Manager

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Job Description: Service. Now Solution Architect / Engineering Manager (AI-Focused) Grade / Level: Manager Experience: 8–14 years Team: EY GDS – TTT Service. Now & CT Teams Location: Bengaluru / India GDS Role Summary The Service. Now 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 Service. Now solutions for global clients. The position combines deep Service. Now 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 Service. Now solutions across ITSM, ITOM, ITAM, HRSD, CSM, Sec. Ops, and custom applications Define secure, scalable, and resilient Service. Now 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 Service.

Now AI, Now. Assist & GenAI Architecture Leadership Define and lead Now. Assist and GenAI Controller–based solution architectures aligned to Service. Now 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 Service.

Now AI features across releases and drive enterprise-scale adoption strategies Program & Delivery Leadership Lead large-scale Service. Now 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 Service.

Now 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 Service.

Now architects and engineers aligned to EY career frameworks Conduct performance reviews, goal setting, and capability development Build AI and Service. Now 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 Service.

Now capabilities Required Skills & Qualifications 8–14 years of overall IT experience with 6+ years of hands-on Service. Now platform experience Strong expertise in Service. Now architecture, data model, scripting (JavaScript, Glide API) Deep understanding of Service. Now 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 Service.

Now or AI-enabled transformations Service. Now Certified System Administrator and CIS certifications (mandatory) Service. Now 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 Service.

Now AI capabilities Demonstrates strong client orientation and outcome-driven delivery focus Builds high-performing teams and contributes to GDS practice growth EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

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