Senior ServiceNow Consultant

🕒 July 27

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🔧 ServiceNow

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Jolera

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2001

🤝 B2B

🔒 Cybersecurity

🏢 Enterprise

B2B • Cybersecurity • Enterprise

Jolera is a global systems integrator and managed services provider delivering managed IT, cloud, cybersecurity, application management, infrastructure management, end-user support and IT consulting. Founded in Toronto and operating in 24 countries, Jolera provides 24/7/365 global service desks and network operations, AI and data solutions, and partners as an MSP/ISP/VAR to serve industries such as construction, manufacturing, telco, energy, financial services and media. The company emphasizes secure, scalable, always-on IT operations, process intelligence, and strategic channel partnerships.

📋 Description

• 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 • 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 • Architect, develop, and deliver enterprise-grade ServiceNow solutions, including complex Business Rules, Client Scripts, 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 • Maintain deep ownership of the ServiceNow platform, including user, role, and access control management, instance health, upgrades, patching, and performance optimization • Configure and optimize core ITSM processes: Incident, Problem, Change, Service Request, and Knowledge Management • 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, 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

🎯 Requirements

• 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 • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Application Developer (CAD)

🏖️ Benefits

• 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