Senior ServiceNow Consultant

About this role

Who We Are
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.
Who You Are
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
Key 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

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

Certifications (Required)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

Certifications (Strongly Preferred)

• 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…