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Job Description
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.
: 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
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- 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.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
Skills
JavaScriptServiceNowComplianceOnboardingStakeholder ManagementConsultingCommunicationLeadershipTeamsIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
EY India Careers 2025 – Overview
Ernst & Young Global Limited (EY) is one of the Big Four professional services organisations, headquartered in London, England, and operating in 150+ countries with a global workforce of ~400,000 professionals.
EY’s roots trace back to 1849 (Harding & Pullein) and 1903 (Ernst & Ernst), with the current global legal entity formed in 1989 through the merger of Ernst & Whinney and Arthur Young.
In India, EY employs ~50,000–55,000 people across offices in Gurugram, Mumbai, Bengaluru, Hyderabad, Chennai, Kolkata, and Pune. The firm operates through four integrated service lines — Assurance, Consulting, Strategy and Transactions, and Tax — helping clients capitalise on opportunities, manage risk, and deliver responsible growth.
EY’s purpose, Building a better working world, guides its work with businesses, governments, and non‑profits to solve complex challenges. The firm is recognised for its investments in AI (via the EY.ai platform), digital transformation, sustainability, and inclusive growth.
Business Model
EY operates as a service‑based B2B professional services firm, generating revenue through assurance, consulting, strategy & transactions, and tax services.
Its model blends:
- Deep sector expertise with technology‑driven solutions
- Global delivery capabilities with India as a strategic hub
- Long‑term client relationships built on trust and recurring engagements
Strategic priorities for EY India include:
- Scaling EY.ai and AI‑enabled services
- Expanding ESG and sustainability consulting
- Strengthening cybersecurity and digital transformation offerings
- Growing Strategy and Transactions advisory in high‑growth sectors
Recent Wins & Recognition
- Launched the EY.ai platform to integrate AI into all service lines globally and in India (https://www.ey.com/en_in/news/2023/ey-launches-ey-ai-platform).
- Advised on a $1.1 billion renewable energy acquisition in India (https://economictimes.indiatimes.com/industry/energy/power/ey-advises-on-renewable-energy-acquisition/articleshow/).
- Recognised as a Leader in Digital Strategy Consulting in the 2025 IDC MarketScape report (https://www.ey.com/en_in/news/2025/ey-named-leader-in-digital-strategy-consulting).
- Partnered with the Government of India on Gati Shakti infrastructure planning (https://www.ey.com/en_in/news/2024/ey-supports-gati-shakti-infrastructure-planning).
- Awarded Best Employer for Women 2025 by Working Mother & Avtar (https://www.ey.com/en_in/news/2025/ey-best-employer-for-women).
Culture & Values
EY’s culture is anchored in its EY Values:
- People who demonstrate integrity, respect, and teaming
- People with energy, enthusiasm, and the courage to lead
- People who build relationships based on doing the right thing
The firm promotes diversity, equity, and inclusion, offers global mobility opportunities, and invests heavily in continuous learning through EY Badges, EY Tech MBA, and leadership programs.
Client‑Facing Businesses
Assurance
What it is – Independent audit and assurance services to enhance trust in financial reporting. Careers in India include:
- Statutory Audit – Auditing financial statements for listed and unlisted companies.
- Financial Accounting Advisory Services (FAAS) – IFRS/Ind AS advisory, reporting, and accounting change support.
- Forensic & Integrity Services – Fraud investigation, dispute resolution, and compliance reviews.
- Climate Change & Sustainability Services (CCaSS) – ESG reporting and assurance.
Consulting
What it is – Advises clients on business transformation, technology, and risk. In India, career opportunities span:
- Business Consulting – Strategy, operations, and supply chain transformation.
- Technology Consulting – ERP, cloud, data analytics, and cybersecurity.
- Risk Consulting – Enterprise risk, internal audit, and regulatory compliance.
- People Advisory Services – Workforce strategy, change management, and HR transformation.
Strategy and Transactions (SaT)
What it is – End‑to‑end deal advisory and capital strategy. India‑based roles cover:
- M&A Advisory – Buy‑side and sell‑side deal advisory.
- Transaction Diligence – Financial, tax, and operational due diligence.
- Valuation, Modelling & Economics – Business valuations and financial modelling.
- Restructuring – Turnaround and insolvency support.
Tax
What it is – Comprehensive tax and regulatory services. In India, career paths include:
- Direct Tax – Corporate and international tax compliance and planning.
- Indirect Tax – GST, customs, and trade advisory.
- Transfer Pricing – Planning, documentation, and dispute resolution.
- Tax Technology & Transformation – Automation and analytics for tax functions.
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