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.

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.

• 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,…