GDS Consulting_ServiceNow Application Support Manager

pspan style=font-size:11.0pxspan style=font-family:Arial, Helvetica, sans-serifAt 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. /span/span/pp /pp /ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptJob Title: ServiceNow Application Support Manager/span/strong/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptLocation: Taguig City or Cebu City, Philippines/spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptExperience Level: 8–10 years/spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptEmployment Type: Full-Time/span/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt⸻/span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptThe Opportunity/span/strong/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptAt EY GDS Philippines, we’re not just delivering technology—we’re driving transformation and innovation for some of the world’s leading organizations./span/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptWe’re looking for a ServiceNow Application Support Manager with a strong technical foundation, a client-focused mindset, and a passion for solving complex problems. This is a hands-on leadership role that blends technical expertise with operational management, ensuring platform stability, performance, and continuous improvement across multiple engagements./span/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptIf you’re someone who loves digging into technical challenges, inspiring teams, and innovating the way support services are delivered, this role is for you./span/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt⸻/span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptKey Responsibilities/span/strong/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptTechnical Leadership and Issue Resolution/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Serve as the technical escalation point for complex ServiceNow production issues across modules such as Incident, Problem, Change, Knowledge, and Service Catalog./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Lead hands-on troubleshooting and root cause analysis (RCA) to resolve high-impact incidents and prevent recurrence./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Oversee performance tuning, job monitoring, and platform health checks./span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptBacklog Management and Continuous Improvement/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Take ownership of the ServiceNow incident and enhancement backlog, ensuring timely triaging, prioritization, and resolution./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Identify patterns in recurring issues and drive problem management, technical debt reduction, and process improvements./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Introduce automation opportunities, self-service options, and knowledge base enhancements to reduce ticket volumes./span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptInnovation and Operational Excellence/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Foster an innovation-driven support culture, constantly seeking ways to improve speed, quality, and efficiency of service delivery./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Recommend and implement operational best practices, including use of ServiceNow analytics, reporting dashboards, and performance KPIs./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Contribute to EY’s broader Innovation and AI initiatives by proposing AI Ops, predictive monitoring, or self-healing solutions where possible./span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptClient and Stakeholder Management/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Act as the primary point of contact for client escalations, service performance reviews, and governance calls./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Build strong relationships with client teams by delivering transparent communication, managing expectations, and demonstrating proactive service improvement./span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptPeople Leadership and Team Development/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Lead and mentor a team of ServiceNow Support Analysts, Admins, and Developers./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Conduct regular performance reviews, technical training sessions, and career development planning for the team./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Encourage a culture of ownership, customer focus, and collaborative problem-solving./span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptITIL and Service Management Excellence/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Ensure full adherence to ITIL processes—Incident, Problem, Change, and Request Management./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Lead service reporting, including SLA/KPI tracking and monthly service dashboards./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Provide leadership representation in Change Advisory Board (CAB) and Problem Management forums./span/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt⸻/span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptSkills and Experience We’re Looking For/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• 8–10 years of overall IT experience, with minimum 5 years in ServiceNow platform support, administration, or development roles./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Strong hands-on troubleshooting skills in ServiceNow platform issues including performance, workflows, integrations, and user experience./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Exposure to HR Service Delivery (HRSD) module is a plus./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Proven experience managing ticket backlogs, client escalations, and service delivery metrics./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Strong understanding and application of ITIL processes (ITIL Foundation certification required; ITIL Intermediate/Expert preferred)./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• ServiceNow Certified System Administrator (CSA) – Required/spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Advanced ServiceNow certifications (Implementation Specialist, HRSD, ITSM) – Preferred/spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Excellent communication and stakeholder management skills, with ability to work with global clients and distributed teams./span/ppspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt⸻/span/ppstrongspan style=font-family:arial, helvetica, sans-serif;font-size:10.0ptWhat’s in it for You?/span/strongbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Be part of EY’s Global Elite ServiceNow Partner practice, delivering value to global clients./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Lead in a dynamic, fast-growing environment where your technical decisions and leadership make a real impact./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Work with a high-performing team, committed to innovation, continuous learning, and operational excellence./spanbrspan style=font-family:arial, helvetica, sans-serif;font-size:10.0pt• Access to ServiceNow training, certifications, and EY leadership development programs./span/pp /ppspan style=font-size:11.0pxspan style=font-family:Arial, Helvetica, sans-serifbEY | Building a better working world/b/span/span/pp /ppspan style=font-size:11.0pxspan style=font-family:Arial, Helvetica, sans-serifEY 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. /span/span/pp /ppspan style=font-size:11.0pxspan style=font-family:Arial, Helvetica, sans-serifEnabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate./span/span/pp /ppspan style=font-size:11.0pxspan style=font-family:Arial, Helvetica, sans-serifWorking 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.  /span/span/p