ServiceNow Platform Engineer (Financial Services) Consultant/Senior Consultant
Location:
Other locations: Primary Location Only
Date: 13 Jan 2026
Requisition ID: 1675017
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.
The Opportunity
In Technology Risk, the way we contribute to building a better working world, our purpose, is to translate uncertainty into confidence so that performance is accelerated. We do this for our clients, our people and ourselves. Confidence accelerates performance. Simply put, when people work better, business works better. When business works better, the world works better.
We are part of FSO Consulting providing technology risks solutions to our clients through delivering services on the design, implementation, rationalization of controls and remediation for the purpose of mitigating and preventing risks in our client’s applications, infrastructure and data. A transversal area of specialization in the area of information technology, information security and third-party risk management.
Using our proprietary methodology, our professionals help clients conduct internal controls diagnostics, perform internal controls transformations and risk remediation, and deliver internal controls testing outsourcing or co-sourcing services.
Your Key Responsibilities • Acknowledge and triage incidents raised by end users in the ServiceNow platform to ensure timely response and resolution.
- Perform initial troubleshooting using available logs, workflow traces, or configuration checks to restore service functionality as quickly as possible.
- Apply standard recovery steps or known workarounds to resolve the issue within L2 capability.
- Engage with users to gather additional information or replicate the issue where necessary.
- Escalate unresolved or complex incidents to L3 support when the issue requires code or configuration changes.
- Update incident records with investigation details, resolution actions, and communication notes to maintain traceability.
- Ensure incident handling follows defined SLAs, priority classifications, and communication guidelines.
- Review incoming requests to identify enhancement or change requirements related to the ServiceNow platform.
- Validate request details, confirm scope, and ensure appropriate approvals are in place before forwarding to the L3/development team for assessment and implementation.
- Coordinate with requesters to gather clarifications or supporting information when required.
- Track the progress of enhancement requests and provide updates to stakeholders as needed.
- Ensure all requests are logged, categorized, and routed accurately within the ITSM tool in alignment with ITIL Request Fulfilment and Change Management processes.
Change Management
- Prepare and raise Change Requests (CRs) in accordance with the organization’s change management process and governance framework.
- Ensure each CR includes all necessary details such as scope of change, impacted modules, deployment steps, rollback plan, validation plan, and risk assessment.
- Coordinate with relevant stakeholders to obtain timely approvals and ensure all mandatory CAB (Change Advisory Board) reviews are completed prior to production deployment.
- Facilitate CAB (Change Advisory Board) review sessions by providing complete change details and addressing clarifications as required.
- Ensure deployments are performed in compliance with segregation of duties, access control policies, and change management standards.
- Track change status, approvals, and closures to ensure compliance with SLAs and audit requirements.
- Maintain accurate change records in the ITSM system for traceability and post-deployment verification.
Release Management and Documentation • Manage the end-to-end release preparation and execution process for approved changes, ensuring smooth and coordinated production deployments.
- Prepare comprehensive release notes for every deployment, summarizing the scope, configuration items impacted, enhancements or fixes included, known issues, and post-deployment validation steps.
- Coordinate with stakeholders for deployment readiness checks, ensuring all pre-deployment activities (data backup, dependency validation, and access readiness) are completed.
- Execute production deployments including promotion of update sets, configuration migratio