ServiceNow - ServiceNow IT Service Management; ITSM - Senior -Tech Cons

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 motivate and develop your team, establish and maintain new client relationships, and grow your consulting and leadership skills.

You will engage with clients and internal teams to ensure successful project delivery, face challenges that require analytical thinking and problem‑solving skills, and may require regular travel to meet with clients.

Key responsibilities include:

• 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.

• Act as a workstream lead across all aspects of a Service Now ITSM project and solution delivery including but not limited to design, configuration/development, testing and deployment phases.
• Ability to manage and mentor a multi‑disciplinary team of 3‑5 resources including offshore resources.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations, including how specific business objectives can be met through process and technology transformation.
• Ability to analyze a company’s people, process, and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
• Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Current knowledge of Service Now AI capabilities for ITSM, including Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower.
• Ability to identify and advise clients on practical AI‑enabled ITSM use cases, including incident triage, ticket summarization, knowledge recommendations, self‑service automation, and service desk productivity.
• Ability to translate Service Now AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations.
• Ability to 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 supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Ability to 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 ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 1 of the following Service Now certifications:
  • Service Now Certified Implementation Specialist – ITSM.
• 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.
• Service Now Certified Implementation Specialist – Data Foundations or HAM or SAM.
• Experience in Service Now’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers are those who demonstrate strong analytical skills, the ability to communicate…