ServiceNow -ServiceNow Enterprise Service Management; ESM - Senior - Tech Cons
Listed on 2026-06-20
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IT/Tech
IT Consultant, IT Project Manager, Systems Analyst
Location: City of Albany
Location:
Anywhere in Country
As a Service Now Senior Consultant you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around. You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships.
As a Senior Technology Analyst, you will play a pivotal role in bridging the gap between business needs and technical solutions, interacting with business stakeholders to gather and analyze requirements, and collaborating with technical teams to design and deliver effective system architecture solutions.
- Interacting with business stakeholders to evaluate business models and processes.
- Analyzing newly implemented technology solutions to verify they meet business requirements.
- Collaborating with technical teams to design and deliver system architecture solutions.
You’ll serve a wide portfolio of clients, working on projects that span Service Now ESM/GBS across HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay, and evaluating AI-driven delivery. You will have a visible impact on cross-border projects that challenge conventional wisdom.
- Act as a workstream lead across all aspects of Service Now ESM/GBS engagements and solution delivery, including engagement management, design, configuration/development, testing and deployment phases.
- Ability to manage and mentor a multi-disciplinary team of 3‑5 resources including offshore consultants, developers, and testers.
- Provide guidance and industry‑leading practice expertise for Service Now ESM/GBS process implementations.
- Analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
- Strong working knowledge of Service Now’s emerging AI capabilities, including Now Assist, AI Agents, agentic workflows, AI Search, intelligent automation, and AI‑enabled service delivery.
- Advise clients on practical, value‑driven AI use cases across Enterprise Service Management and Global Business Services functions.
- Lead client conversations and workshops that connect Service Now AI capabilities to business outcomes, transformation priorities, and measurable value realization.
- Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
- Experience in waterfall and agile delivery models, including planning, status reporting, budgets and risk and issue logs.
- Create high‑quality deliverables and project artifacts.
- A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
- Typically, no less than 2–4 years relevant Service Now project experience.
- Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
- Minimum of 1 of the following Service Now certifications: HR Service Delivery, Customer Service Management, Field Service Management Implementation Specialist.
- 3+ years of Big 4 or equivalent consulting experience.
- Excellent soft skills – communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
- Experience leading teams and supervising others.
- A driver’s license valid in the U.S.
- Ability to travel to meet client needs.
- Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
- Performance analytics and reporting experience – certifications are a plus.
- Experience with Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery – certifications are a plus.
- Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).
- Comprehensive compensation and benefits package with base salary ranges by location and a Total Rewards package…
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