ServiceNow Senior Consultant
Jolera, Buffalo, NY, United States
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 ServiceNow 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 ServiceNow 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 ServiceNow SME and trusted advisor for internal teams and external enterprise clients
Lead platform strategy conversations, translating complex business challenges into scalable ServiceNow solutions
Conduct platform health assessments, maturity reviews, and roadmap planning sessions with customers
Drive adoption of ServiceNow 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 ServiceNow 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 ServiceNow solutions, including:
Complex Business Rules, Client Scripts, and Script Includes
Flow Designer and IntegrationHub 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 ServiceNow 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 ServiceNow TPSM (Third‑Party Service Management) instance with an emphasis on Domain Separation and multi‑tenant configurations
Ensure platform security, compliance, and alignment with ServiceNow 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 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
Team Leadership & Partner Coordination
Mentor junior administrators and developers, fostering a culture of learning and technical excellence
Define technical requirements, review deliverables, and ensure quality standards are met when coordinating with third‑party ServiceNow development partners
Collaborate with internal product, delivery, and onboarding teams to align platform capabilities with business strategy
Contribute to internal knowledge bases, playbooks, and delivery accelerators
Qualifications & Experience
5+ years of hands‑on ServiceNow experience spanning both administration and development
Demonstrated track record as a customer‑facing consultant or technical lead in an MSP, GSI, or service provider environment
Expert‑level proficiency in ServiceNow development: JavaScript, Business Rules, Client Scripts, Script Includes, Flow Designer, and REST/SOAP APIs
Deep experience with Domain Separation and multi‑tenant architecture in a TPSM or similar environment
Strong command of ITSM modules: Incident, Problem, Change, Request, and Knowledge Management
Experience leading full‑lifecyle ServiceNow implementations from requirements through go‑live
Proven ability to present complex technical concepts to non‑technical executive audiences
Exceptional written and verbal communication skills with a customer‑first mindset
Certifications (Required)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
Certifications (Strongly Preferred)
ServiceNow Certified Implementation Specialist (CIS) — ITSM, HRSD, CSM, or equivalent
ServiceNow Certified Technology Architect (CTA)
ITIL Foundation v4 or higher
Preferred Experience
Experience with ServiceNow Now Assist / AI capabilities and the Now Platform AI roadmap
Familiarity with Agile/Scrum project delivery models
Experience contributing to pre‑sales, solution scoping, and effort estimation
Exposure to complementary platforms (e.g., Jira, Azure DevOps, Salesforce, Microsoft 365) and integration patterns
Core Competencies Technical Excellence
Deep ServiceNow platform and architecture knowledge
Strong JavaScript and scripting fundamentals
Integration design and API proficiency
Customer & Communication
Executive‑level stakeholder communication
Trusted advisor mindset and relationship building
Workshop facilitation and requirements gathering
Delivery & Leadership
End‑to‑end project ownership and accountability
Ability to mentor and elevate junior team members
Agile delivery and iterative problem‑solving
MSP / Multi‑Tenant Acumen
Domain Separation and multi‑tenancy expertise
Managing competing priorities across client accounts
Service delivery and SLA adherence in MSP contexts
What We Offer
Hybrid work model: 2 days remote, 3 days in‑office
Competitive compensation and benefits package
Company perks including GoodLife gym membership and brand partner discounts
Company events, recognitions, and team celebrations
Meaningful career development, certifications support, and growth opportunities within Jolera’s expanding platform practice
At Jolera, we are committed to creating a diverse, equal and inclusive community. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.
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Who You Are We are looking for a Senior ServiceNow 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 ServiceNow 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 ServiceNow SME and trusted advisor for internal teams and external enterprise clients
Lead platform strategy conversations, translating complex business challenges into scalable ServiceNow solutions
Conduct platform health assessments, maturity reviews, and roadmap planning sessions with customers
Drive adoption of ServiceNow 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 ServiceNow 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 ServiceNow solutions, including:
Complex Business Rules, Client Scripts, and Script Includes
Flow Designer and IntegrationHub 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 ServiceNow 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 ServiceNow TPSM (Third‑Party Service Management) instance with an emphasis on Domain Separation and multi‑tenant configurations
Ensure platform security, compliance, and alignment with ServiceNow 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 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
Team Leadership & Partner Coordination
Mentor junior administrators and developers, fostering a culture of learning and technical excellence
Define technical requirements, review deliverables, and ensure quality standards are met when coordinating with third‑party ServiceNow development partners
Collaborate with internal product, delivery, and onboarding teams to align platform capabilities with business strategy
Contribute to internal knowledge bases, playbooks, and delivery accelerators
Qualifications & Experience
5+ years of hands‑on ServiceNow experience spanning both administration and development
Demonstrated track record as a customer‑facing consultant or technical lead in an MSP, GSI, or service provider environment
Expert‑level proficiency in ServiceNow development: JavaScript, Business Rules, Client Scripts, Script Includes, Flow Designer, and REST/SOAP APIs
Deep experience with Domain Separation and multi‑tenant architecture in a TPSM or similar environment
Strong command of ITSM modules: Incident, Problem, Change, Request, and Knowledge Management
Experience leading full‑lifecyle ServiceNow implementations from requirements through go‑live
Proven ability to present complex technical concepts to non‑technical executive audiences
Exceptional written and verbal communication skills with a customer‑first mindset
Certifications (Required)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
Certifications (Strongly Preferred)
ServiceNow Certified Implementation Specialist (CIS) — ITSM, HRSD, CSM, or equivalent
ServiceNow Certified Technology Architect (CTA)
ITIL Foundation v4 or higher
Preferred Experience
Experience with ServiceNow Now Assist / AI capabilities and the Now Platform AI roadmap
Familiarity with Agile/Scrum project delivery models
Experience contributing to pre‑sales, solution scoping, and effort estimation
Exposure to complementary platforms (e.g., Jira, Azure DevOps, Salesforce, Microsoft 365) and integration patterns
Core Competencies Technical Excellence
Deep ServiceNow platform and architecture knowledge
Strong JavaScript and scripting fundamentals
Integration design and API proficiency
Customer & Communication
Executive‑level stakeholder communication
Trusted advisor mindset and relationship building
Workshop facilitation and requirements gathering
Delivery & Leadership
End‑to‑end project ownership and accountability
Ability to mentor and elevate junior team members
Agile delivery and iterative problem‑solving
MSP / Multi‑Tenant Acumen
Domain Separation and multi‑tenancy expertise
Managing competing priorities across client accounts
Service delivery and SLA adherence in MSP contexts
What We Offer
Hybrid work model: 2 days remote, 3 days in‑office
Competitive compensation and benefits package
Company perks including GoodLife gym membership and brand partner discounts
Company events, recognitions, and team celebrations
Meaningful career development, certifications support, and growth opportunities within Jolera’s expanding platform practice
At Jolera, we are committed to creating a diverse, equal and inclusive community. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.
#J-18808-Ljbffr