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