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Job Title: ServiceNow Application Support Manager

Location: Taguig City or Cebu City, Philippines
Experience Level: 8–10 years
Employment Type: Full-Time

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The Opportunity

At EY GDS Philippines, we’re not just delivering technology—we’re driving transformation and innovation for some of the world’s leading organizations.

We’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.

If you’re someone who loves digging into technical challenges, inspiring teams, and innovating the way support services are delivered, this role is for you.

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Key Responsibilities

Technical Leadership and Issue Resolution
• Serve as the technical escalation point for complex ServiceNow production issues across modules such as Incident, Problem, Change, Knowledge, and Service Catalog.
• Lead hands-on troubleshooting and root cause analysis (RCA) to resolve high-impact incidents and prevent recurrence.
• Oversee performance tuning, job monitoring, and platform health checks.

Backlog Management and Continuous Improvement
• Take ownership of the ServiceNow incident and enhancement backlog, ensuring timely triaging, prioritization, and resolution.
• Identify patterns in recurring issues and drive problem management, technical debt reduction, and process improvements.
• Introduce automation opportunities, self-service options, and knowledge base enhancements to reduce ticket volumes.

Innovation and Operational Excellence
• Foster an innovation-driven support culture, constantly seeking ways to improve speed, quality, and efficiency of service delivery.
• Recommend and implement operational best practices, including use of ServiceNow analytics, reporting dashboards, and performance KPIs.
• Contribute to EY’s broader Innovation and AI initiatives by proposing AI Ops, predictive monitoring, or self-healing solutions where possible.

Client and Stakeholder Management
• Act as the primary point of contact for client escalations, service performance reviews, and governance calls.
• Build strong relationships with client teams by delivering transparent communication, managing expectations, and demonstrating proactive service improvement.

People Leadership and Team Development
• Lead and mentor a team of ServiceNow Support Analysts, Admins, and Developers.
• Conduct regular performance reviews, technical training sessions, and career development planning for the team.
• Encourage a culture of ownership, customer focus, and collaborative problem-solving.

ITIL and Service Management Excellence
• Ensure full adherence to ITIL processes—Incident, Problem, Change, and Request Management.
• Lead service reporting, including SLA/KPI tracking and monthly service dashboards.
• Provide leadership representation in Change Advisory Board (CAB) and Problem Management forums.

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Skills and Experience We’re Looking For
• 8–10 years of overall IT experience, with minimum 5 years in ServiceNow platform support, administration, or development roles.
• Strong hands-on troubleshooting skills in ServiceNow platform issues including performance, workflows, integrations, and user experience.
• Exposure to HR Service Delivery (HRSD) module is a plus.
• Proven experience managing ticket backlogs, client escalations, and service delivery metrics.
• Strong understanding and application of ITIL processes (ITIL Foundation certification required; ITIL Intermediate/Expert preferred).
• ServiceNow Certified System Administrator (CSA) – Required
• Advanced ServiceNow certifications (Implementation Specialist, HRSD, ITSM) – Preferred
• Excellent communication and stakeholder management skills, with ability to work with global clients and distributed teams.

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What’s in it for You?
• Be part of EY’s Global Elite ServiceNow Partner practice, delivering value to global clients.
• Lead in a dynamic, fast-growing environment where your technical decisions and leadership make a real impact.
• Work with a high-performing team, committed to innovation, continuous learning, and operational excellence.
• Access to ServiceNow training, certifications, and EY leadership development programs.

EY | Building a better working world

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