ServiceNow - Application Consultant

Introduction

Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success.

You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities As an Application Consultant for Service Now, you will play a key role in designing, configuring, and delivering Service Now solutions that align with business objectives and industry best practices. This role combines hands-on platform expertise with strategic consulting, requiring strong knowledge of Service Now modules, IT service management, and ITIL processes. You will work closely with clients and internal stakeholders to understand business needs, translate requirements into scalable technical solutions, and guide implementations from strategy and design through deployment and post-go-live support.

In addition, you will contribute to solution planning, effort estimation, and cost-benefit analysis, while providing technical leadership to ensure high-quality, on-time delivery in a dynamic project environment.

• Leading the development of Service Now strategies based on value versus effort, ensuring alignment with business goals and implementation success
• Contributing to solution design, including effort estimation, costing, and preparation of cost-benefit models to support decision-making
• Working with clients and stakeholders to gather requirements, conduct workshops, and translate business needs into Service Now solutions
• Configuring, customizing, and maintaining Service Now applications (e.g., ITSM, ITOM, HRSD, CSM), including forms, workflows, integrations, and UI components, following best practices
• Providing technical guidance on platform capabilities, application design, user experience, and Service Now ecosystem integration
• Supporting the full delivery lifecycle, including testing, deployment, post-go-live troubleshooting, documentation, and end-user training
• Collaborating with architects, developers, and project managers to ensure on-time delivery, governance and GRC standards compliance, and continuous platform improvement. This role can be performed from anywhere in the United States

Preferred Education Bachelor s Degree

• Bachelor’s degree in Computer Science, Information Systems, or a related field, with 3+ years of hands-on Service Now platform experience
• Strong knowledge and practical experience with one or more Service Now modules including ITSM, ITOM, HRSD, and CSM, supporting configuration and maintenance
• Solid understanding of ITIL processes and service management frameworks, applied to developing effective Service Now strategies
• Technical proficiency with web technologies (XML, HTML, Web Services) and enterprise components such as LDAP, VPN, and SSL
• Excellent problem-solving, analytical, interpersonal, and communication skills, with the ability to manage multiple priorities in Agile or hybrid project environments

• Service Now Certified System Administrator (CSA)

• Service Now Certified Implementation Specialist (e.g., ITSM, HRSD, CSM) with experience in client-facing consulting or service delivery environments
• Familiarity with Service Now scripting and integrations, including JavaScript, Glide, REST/SOAP APIs, MID Server, and supporting technologies such as XML, HTML, LDAP, VPN, and SSL
• Strong understanding of ITIL frameworks and service management best practices, with the ability to support cost-benefit analysis, effort estimation, and solution design