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About the role
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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
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