ServiceNow Senior Consultant

Jolera

About The Position

We are looking for a Senior ServiceNow Consultant who is far more than a platform administrator. This is a strategic, customer-facing role that sits at the intersection of deep technical expertise, hands-on development, and trusted advisory. You will serve as a subject matter expert (SME) across the full ServiceNow platform, owning complex implementations, guiding enterprise clients, and delivering solutions that drive measurable business outcomes. This role is ideally suited for a seasoned professional with a background in MSP or GSI environments who thrives in a fast-paced, multi-customer setting and can seamlessly shift between technical solutioning, platform development, and executive-level stakeholder engagement.

Requirements

5+ years of hands-on ServiceNow experience spanning both administration and development
Demonstrated track record as a customer-facing consultant or technical lead in an MSP, GSI, or service provider environment
Expert-level proficiency in ServiceNow development: JavaScript, Business Rules, Client Scripts, Script Includes, Flow Designer, and REST/SOAP APIs
Deep experience with Domain Separation and multi-tenant architecture in a TPSM or similar environment
Strong command of ITSM modules: Incident, Problem, Change, Request, and Knowledge Management
Experience leading full-lifecycle ServiceNow implementations from requirements through go-live
Proven ability to present complex technical concepts to non-technical executive audiences
Exceptional written and verbal communication skills with a customer-first mindset
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)

Nice To Haves

ServiceNow Certified Implementation Specialist (CIS) — ITSM, HRSD, CSM, or equivalent
ServiceNow Certified Technology Architect (CTA)
ITIL Foundation v4 or higher
Experience with ServiceNow Now Assist / AI capabilities and the Now Platform AI roadmap
Familiarity with Agile/Scrum project delivery models
Experience contributing to pre-sales, solution scoping, and effort estimation
Exposure to complementary platforms (e.g., Jira, Azure DevOps, Salesforce, Microsoft 365) and integration patterns

Responsibilities

Act as the primary ServiceNow SME and trusted advisor for internal teams and external enterprise clients
Lead platform strategy conversations, translating complex business challenges into scalable ServiceNow solutions
Conduct platform health assessments, maturity reviews, and roadmap planning sessions with customers
Drive adoption of ServiceNow best practices and governance standards across all engagements
Present technical architectures, recommendations, and project outcomes to executive and C-suite stakeholders
Serve as the face of ServiceNow expertise in pre-sales, discovery, and ongoing delivery engagements
Facilitate workshops, requirements-gathering sessions, and solution design discussions with customers
Build and maintain strong client relationships, acting as a long-term strategic partner rather than a transactional vendor
Provide proactive guidance on platform capabilities, upcoming releases, and opportunities for expansion
Own customer satisfaction and escalation management from a technical perspective
Architect, develop, and deliver enterprise-grade ServiceNow solutions, including: Complex Business Rules, Client Scripts, and Script Includes; Flow Designer and IntegrationHub workflows and spokes; Custom applications and scoped app development; REST/SOAP API integrations with third-party platforms; Service Portal and UI Builder customizations
Lead end-to-end implementation projects from discovery through go-live and hypercare
Perform code reviews and enforce development standards across the team and with external partners
Own and govern update sets, release management, and deployment pipelines across environments
Maintain deep ownership of the ServiceNow platform, including: User, role, and access control management; Instance health, upgrades, patching, and performance optimization; Data management, import sets, and transform maps
Administer and support the ServiceNow TPSM (Third-Party Service Management) instance with an emphasis on Domain Separation and multi-tenant configurations
Ensure platform security, compliance, and alignment with ServiceNow architectural best practices
Maintain comprehensive documentation including solution designs, runbooks, and operational standards
Configure and optimize core ITSM processes: Incident, Problem, Change, Service Request, and Knowledge Management
Design and maintain domain-separated workflows and data models in a multi-tenant TPSM environment
Support integration points and service lifecycle processes specific to the TPSM/MSP delivery model
Ensure alignment between platform configuration and contracted service delivery obligations
Mentor junior administrators and developers, fostering a culture of learning and technical excellence
Define technical requirements, review deliverables, and ensure quality standards are met when coordinating with third-party ServiceNow development partners
Collaborate with internal product, delivery, and onboarding teams to align platform capabilities with business strategy
Contribute to internal knowledge bases, playbooks, and delivery accelerators