ServiceNow Senior Consultant

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.

We are looking for a Senior Service Now 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 Service Now 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.

• Act as the primary Service Now SME and trusted advisor for internal teams and external enterprise clients
• Lead platform strategy conversations, translating complex business challenges into scalable Service Now solutions
• Conduct platform health assessments, maturity reviews, and roadmap planning sessions with customers
• Drive adoption of Service Now best practices and governance standards across all engagements
• Present technical architectures, recommendations, and project outcomes to executive and C‑suite stakeholders

• Serve as the face of Service Now 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

• Architect, develop, and deliver enterprise‑grade Service Now solutions, including:
• Complex Business Rules, Client Scripts, and Script Includes
• Flow Designer and Integration Hub 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

• Maintain deep ownership of the Service Now 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 Service Now TPSM (Third‑Party Service Management) instance with an emphasis on Domain Separation and multi‑tenant configurations
• Ensure platform security, compliance, and alignment with Service Now architectural best practices
• Maintain comprehensive documentation including solution designs, runbooks, and operational standards

• 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

• Mentor junior administrators and developers, fostering a culture of learning and technical excellence
• Define technical requirements, review deliverables,…