Senior ServiceNow 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.

Requirements

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 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 Service.

Now 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 Qualifications & Experience 5+ years of hands-on Service. Now 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 Service.

Now 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 Service.

Now 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) Service. Now Certified System Administrator (CSA) Service. Now Certified Application Developer (CAD) Certifications (Strongly Preferred) Service.

Now Certified Implementation Specialist (CIS) — ITSM, HRSD, CSM, or equivalent Service. Now Certified Technology Architect (CTA) ITIL Foundation v4 or higher Preferred Experience Experience with Service. Now 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 Service. Now 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 Benefits What We Offer Competitive compensation and benefits package Company perks including Good.

Life 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. 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.