TTT - SAP-Tax Engine - Manager

ServiceNow Solution Architect / Engineering Manager (AI-Focused)

Experience: 8-14 years

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