Senior ServiceNow Consultant

Jolera

Buffalo (NY)

On-site

USD 120,000 - 190,000

Full time

26 hours ago

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Job summary

Jolera seeks a Senior ServiceNow Consultant who is more than a platform administrator. This strategic, customer-facing role sits at the intersection of deep technical expertise, hands-on development, and trusted advisory.

You will serve as a SME across the full ServiceNow platform, owning complex implementations for enterprise clients. Ideal candidates come from MSP or GSI environments and thrive in a fast-paced, multi-customer setting, switching between technical solutioning, platform

Qualifications

5+ years of hands-on ServiceNow experience across administration and development.
Customer-facing consultant or technical lead in MSP/GSI environments.
Expertise in ServiceNow development: JavaScript, Business Rules, Flow Designer, REST/SOAP APIs.
Experience with Domain Separation and multi-tenant TPSM setups.
Strong communication and stakeholder management skills.

Responsibilities

Act as primary ServiceNow SME 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 engagements.
Present technical architectures, recommendations, and project outcomes to executive and C-suite stakeholders.

Skills

ServiceNow development

Client-facing

ITSM knowledge

Domain Separation

Solution architecture

Stakeholder communication

Leadership and mentoring

Tools

ServiceNow

Jira

Azure DevOps

Job description

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 We Are

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

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 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