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ServiceNow Senior Consultant
Job in
Buffalo, Erie County, New York, 14266, USA
Listed on 2026-06-12
Listing for:
Jolera
Full Time
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
IT Consultant, Cloud Computing, IT Project Manager, IT Support
Job Description & How to Apply Below
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 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.
Requirements
Key Responsibilities
Platform Strategy & Advisory
- 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, and ensure quality standards are met when coordinating with third-party Service Now 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
Qualifications & Experience
- 5+ years of hands-on Service Now 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 Service Now 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…
Position Requirements
10+ Years
work experience
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