Senior ServiceNow Consultant

About the Position

We are seeking a Senior ServiceNow Consultant to join our team. This strategic, customer-facing role is ideal for a seasoned professional with a background in MSP or GSI environments who thrives in a fast-paced, multi-customer setting.

Responsibilities

Platform Strategy & Advisory

• 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

Consulting & Customer Engagement

• 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

Development & Technical Delivery

• 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

Platform Administration & Operations

• 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

ITSM & TPSM Excellence

• 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

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

Requirements

Required Qualifications & Experience

• 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

Required Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)

Preferred Certifications

• ServiceNow Certified Implementation Specialist (CIS) - ITSM, HRSD, CSM, or equivalent
• ServiceNow Certified Technology Architect (CTA)
• ITIL Foundation v4 or higher

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

We Offer

• 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

About the Company

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Our award-winning solutions are built on over 20 years of experience servicing businesses worldwide. We've transformed hundreds of MSPs & solution providers globally through our collection of tenured experts, delivering an elevated managed service experience tailored to each partner's unique business needs.

At Jolera, we are committed to creating a diverse, equal, and inclusive workplace. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.