ServiceNow Senior Consultant

About the role

We are seeking a Senior ServiceNow Consultant to join our team. This role is strategic, customer-facing, and involves deep technical expertise, hands-on development, and trusted advisory.

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.

• 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

• Support integration points and service lifecycle processes specific to the TPSM/MSP delivery model.

• Ensure alignment between platform configuration and contracted service delivery obligations.

• Team Leadership & Partner Coordination:

  • 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.

Qualifications

• 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.

• Proven ability to present complex technical concepts to non-technical executive audiences.

• Exceptional written and verbal communication skills with a customer-first mindset.

Required Certifications

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

Preferred Experience

• 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.

Core Competencies

• Technical Excellence: Deep ServiceNow platform and architecture knowledge.

• Strong JavaScript and scripting fundamentals.

• Integration design and API proficiency.

• Customer & Communication: Executive-level stakeholder communication, Trusted advisor mindset and relationship building, Workshop facilitation and requirements gathering.

• Delivery & Leadership: End-to-end project ownership and accountability, Ability to mentor and elevate junior team members, Agile delivery and iterative problem-solving, MSP / Multi-Tenant Acumen, Domain Separation and multi-tenancy expertise, Managing competing priorities across client accounts, Service delivery and SLA adherence in MSP contexts.

Benefits

• Competitive compensation and benefits package.

• Company perks including GoodLife gym membership and brand partner discounts.

• Company events, recognitions, and team celebrations.

• Meaningful career development, certifications support, and growth opportunities within Jolera's expanding platform practice.

At Jolera

We are committed to creating a diverse, equal, and inclusive workplace. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.