ServiceNow ITSM Business Development Manager

Your Journey at Crowe Starts Here:

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you're trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That's why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description:

ServiceNow ITSM Business Development Manager

The ServiceNow ITSM Business Manager is a client-facing role responsible for leading ServiceNow ITSM engagements, supporting business development initiatives, and delivering high-quality solutions that transform client service operations through the ServiceNow platform.

This role blends hands-on ServiceNow expertise, delivery leadership, and consultative selling. The Manager will lead medium to large ServiceNow ITSM programs, contribute to practice growth through solution shaping and platform storytelling, and serve as a trusted advisor to client stakeholders while mentoring delivery teams.

Key Responsibilities

• Lead delivery of ServiceNow ITSM engagements, ensuring solutions align with client business objectives, platform best practices, and Crowe delivery standards.
• Support ITSM-focused business development efforts, including pre-sales activities, solution demonstrations, proposal development, and articulation of ServiceNow platform capabilities and value.
• Partner with sales and leadership to shape ITSM offerings, define scope, estimate effort, and position ServiceNow capabilities to address client pain points.
• Serve as a primary client contact for assigned engagements, building strong relationships with IT and business stakeholders.
• Translate business requirements into effective ServiceNow ITSM solutions, leveraging platform capabilities such as Incident, Problem, Change, Request, Knowledge, CMDB, and integrations.
• Oversee solution design and configuration, including workflows, integrations, data models, and user experience components, ensuring scalable and maintainable implementations.
• Manage project execution, including scope, timeline, budget, risks, and resource coordination across cross-functional teams.
• Establish and follow governance, quality, and delivery best practices to ensure compliance, security, and performance standards are met.
• Mentor and develop consultants and senior consultants, fostering technical growth, delivery excellence, and client-focused behaviors.
• Stay current on ServiceNow platform enhancements and ITSM trends, proactively identifying opportunities to enhance client outcomes and expand services.

Basic Qualifications

• Bachelor's degree in Computer Science, MIS, IT, or a related field.
• 5+ years of experience implementing and configuring ServiceNow solutions, with a strong focus on ITSM.
• 2+ years of experience leading ServiceNow workstreams, projects, or small programs in a client-facing role.
• Demonstrated experience supporting business development activities, including pre-sales discussions, solution positioning, and platform demonstrations.
• Proven ability to translate business requirements into ServiceNow ITSM solutions that deliver measurable outcomes.
• Experience working in Agile or hybrid delivery environments.
• Hands-on experience with ServiceNow scripting and configuration, including JavaScript, Glide API, UI Policies, Business Rules, and Flow Designer.
• Working knowledge of ServiceNow integrations using REST/SOAP APIs and IntegrationHub.
• Familiarity with CMDB concepts, data models, and ITIL-based service management practices.
• Strong communication skills with the ability to engage both technical teams and business stakeholders.

Preferred Qualifications

• Additional ServiceNow certifications (ITSM CIS, CSA, or related).
• ITIL, Agile, Scrum, or PMP certifications.
• Experience with additional ServiceNow modules (ITOM, CSM, HRSD, ITBM) in support of ITSM solutions.
• Prior consulting experience with responsibility for client delivery and account growth.

We expect the candidate to uphold Crowe's values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Crowe is not sponsoring for work authorization at this time.

Our Benefits:
Your exceptional people experience starts here. At Crowe, we know that great peopleare what makes a great firm. We care about our people and offer employees a comprehensive total rewards package. Learn more about what working at Crowe can mean for you!

How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:
Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, genetics, national origin, disability or protected veteran status, or any other characteristic protected by federal, state or local laws.

Crowe LLP does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.

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