ServiceNow Solutions Consultant

Service Now Solutions Consultant is responsible for collaborating with customers to understand business objectives, analyze requirements, and design innovative Service Now solutions that improve operational efficiency and mission outcomes through Platform Analytics and Reporting. Service Now Solutions Consultant

Location: Natick, MA (on-site)

Company Overview: SOFtact Solutions (STS) is a customer-first, mission-driven technology solutions and strategic advisory team, Woman-Owned Small Business (WOSB) with CMMC Level 2 (C3

PAO) certification, dedicated to serving the Department of War, Special Operations communities, civilian agencies, and commercial sectors. Our core capabilities include strategic advisory; enterprise Service Now solutions; emerging AI and quantum security solutions; integrated mission IT solutions; and full lifecycle program management.

Position Summary: The Service Now Solutions Consultant is responsible for collaborating with customers to understand business objectives, analyze requirements, and design innovative Service Now solutions that improve operational efficiency and mission outcomes through Platform Analytics and Reporting. This role serves as a trusted advisor, translating business needs into scalable technical solutions while ensuring alignment with Service Now best practices, enterprise architecture, and organizational governance.

The Solutions Consultant works closely with business stakeholders, solution architects, project managers, and technical teams throughout the solution lifecycle from discovery and requirements gathering through implementation, testing, and deployment. This position also supports solution demonstrations, and strategic platform modernization initiatives within federal government environments.

Key Responsibilities:

• Partner with customer stakeholders to assess business processes and identify opportunities for Service Now enabled transformation
• Lead discovery sessions, workshops, and requirements gathering activities to define business and technical solution requirements
• Develop solution designs, process workflows, and implementation roadmaps aligned with customer objectives and Service Now best practices
• Collaborate with Solution Architects and technical teams to ensure proposed solutions are scalable, secure, and maintainable
• Translate functional requirements into user stories, acceptance criteria, and technical specifications
• Advise customers on Service Now platform capabilities, emerging features, and implementation strategies
• Support Agile project teams throughout design, development, testing, deployment, and user acceptance activities
• Conduct solution demonstrations, stakeholder presentations, and executive briefings
• Assist with change management, user adoption, and organizational readiness activities
• Ensure solutions comply with governance, cybersecurity, accessibility, and federal regulatory requirements
• Support proposal development, technical solutioning, capability presentations, and business development initiatives
• Promote continuous improvement through process optimization and Service Now platform innovation

Required Qualifications:

• 4+ years of experience implementing or consulting on enterprise Service Now solutions
• Experience facilitating customer workshops, platform analytics and reporting, requirements gathering, and business process analysis
• Strong understanding of Service Now platform capabilities and solution design principles
• Experience working within Agile software development environments
• Excellent analytical, communication, presentation, and stakeholder engagement skills
• Experience supporting federal government IT programs is preferred

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, Computer Science, or a related field (or equivalent experience)
• Service Now Certified System Administrator (CSA)
• Service Now Certified Implementation Specialist (CIS)
• Certified Scrum Master (CSM)
• ITIL® 4 Foundation Certification

Security

Qualifications:

• U.S. Citizen
• Active Secret clearance preferred

Benefits:

• Competitive salary and comprehensive benefits package
• 100% paid healthcare
• Remote work flexibility
• Tuition reimbursement
• Professional growth and development opportunities in a dynamic, collaborative environment

Equal Opportunity

Employer:

SOFtact Solutions is an equal opportunity and affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state, or local law.