Senior ServiceNow Consultant

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Serve as the primary ServiceNow Subject Matter Expert (SME) and a trusted consultant for both internal teams and external enterprise clients.

• Lead strategic discussions regarding the platform, converting complex business issues into scalable ServiceNow solutions.

• Conduct evaluations of platform health, maturity assessments, and roadmap planning sessions with clients.

• Promote the adoption of ServiceNow best practices and governance standards throughout all engagements.

• Present technical architectures, insights, and project results to executive and C-suite stakeholders.

• Represent ServiceNow expertise during pre-sales, discovery, and ongoing delivery engagements.

• Facilitate workshops, requirements-gathering sessions, and solution design discussions with clients.

• Build and nurture strong client relationships, acting as a long-term strategic partner rather than just a transactional vendor.

• Provide proactive insights on platform features, future releases, and expansion opportunities.

• Ensure customer satisfaction and manage technical escalations effectively.

• Architect, develop, and deliver enterprise-grade ServiceNow solutions, which include complex Business Rules, Client Scripts, Script Includes, Flow Designer and IntegrationHub workflows and spokes, custom applications, scoped app development, and REST/SOAP API integrations with third-party platforms, as well as Service Portal and UI Builder customizations.

• Oversee end-to-end implementation projects from discovery to go-live and hypercare.

• Conduct code reviews and enforce development standards within the team and with external partners.

• Manage and govern update sets, release management, and deployment pipelines across various environments.

• Maintain comprehensive ownership of the ServiceNow platform, covering user, role, and access control management, instance health, upgrades, patching, and performance optimization.

• Configure and enhance core ITSM processes: Incident, Problem, Change, Service Request, and Knowledge Management.

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

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

• Mentor junior administrators and developers, promoting a culture of learning and technical excellence.

• Define technical requirements, review deliverables, and ensure compliance with quality standards when coordinating with third-party ServiceNow development partners.

• Collaborate with internal product, delivery, and onboarding teams to align platform capabilities with the business strategy.

• Contribute to internal knowledge bases, playbooks, and delivery accelerators.

⛳️ Requirements

• Over 5 years of hands-on experience with ServiceNow, including both administration and development.

• Proven history as a customer-facing consultant or technical lead in a Managed Service Provider (MSP), Global Systems Integrator (GSI), or similar service provider environment.

• Expert-level knowledge in ServiceNow development, including JavaScript, Business Rules, Client Scripts, Script Includes, Flow Designer, and REST/SOAP APIs.

• Extensive experience with Domain Separation and multi-tenant architecture within a TPSM or comparable environment.

• Strong knowledge of ITSM modules: Incident, Problem, Change, Request, and Knowledge Management.

• Experience leading full-lifecycle ServiceNow implementations from requirements gathering to go-live.

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

• Outstanding written and verbal communication skills with a customer-focused approach.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Application Developer (CAD).

🏝️ Benefits

• Competitive salary along with a comprehensive benefits package.

• Company perks that include a GoodLife gym membership and discounts from brand partners.

• Opportunities for company events, recognitions, and team celebrations.

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