ServiceNow Senior Consultant

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 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.

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

Required

• 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-lifecycle 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

• Hybrid work model: 2 days remote, 3 days in-office
• Competitive compensation and benefits package
      - This position offers a location-based compensation structure. Final salary will be determined based on geographic location,

         relevant experience, and local market benchmarks within Canada.
• 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