Remote 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. 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 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