Remote 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.

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.

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
Consulting & Customer Engagement   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
Development & Technical Delivery   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
Platform Administration & Operations   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
ITSM & TPSM Excellence   Configure and optimize core ITSM processes:
Incident, Problem, Change, Service Request, and Knowledge Management
Design and maintain domain-separated…