ServiceNow Senior Consultant

Who We AreJolera 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 AreWe 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 ResponsibilitiesPlatform Strategy & AdvisoryAct as the primary ServiceNow SME and trusted advisor for internal teams and external enterprise clientsLead platform strategy conversations, translating complex business challenges into scalable ServiceNow solutionsConduct platform health assessments, maturity reviews, and roadmap planning sessions with customersDrive adoption of ServiceNow best practices and governance standards across all engagementsPresent technical architectures, recommendations, and project outcomes to executive and C-suite stakeholdersConsulting & Customer EngagementServe as the face of ServiceNow expertise in pre-sales, discovery, and ongoing delivery engagementsFacilitate workshops, requirements-gathering sessions, and solution design discussions with customersBuild and maintain strong client relationships, acting as a long-term strategic partner rather than a transactional vendorProvide proactive guidance on platform capabilities, upcoming releases, and opportunities for expansionOwn customer satisfaction and escalation management from a technical perspectiveDevelopment & Technical DeliveryArchitect, develop, and deliver enterprise-grade ServiceNow solutions, including:Complex Business Rules, Client Scripts, and Script IncludesFlow Designer and IntegrationHub workflows and spokesCustom applications and scoped app developmentREST/SOAP API integrations with third-party platformsService Portal and UI Builder customizationsLead end-to-end implementation projects from discovery through go-live and hypercarePerform code reviews and enforce development standards across the team and with external partnersOwn and govern update sets, release management, and deployment pipelines across environmentsPlatform Administration & OperationsMaintain deep ownership of the ServiceNow platform, including:User, role, and access control managementInstance health, upgrades, patching, and performance optimizationData management, import sets, and transform mapsAdminister and support the ServiceNow TPSM (Third-Party Service Management) instance with an emphasis on Domain Separation and multi-tenant configurationsEnsure platform security, compliance, and alignment with ServiceNow architectural best practicesMaintain comprehensive documentation including solution designs, runbooks, and operational standardsITSM & TPSM ExcellenceConfigure and optimize core ITSM processes: Incident, Problem, Change, Service Request, and Knowledge ManagementDesign and maintain domain-separated workflows and data models in a multi-tenant TPSM environmentSupport integration points and service lifecycle processes specific to the TPSM/MSP delivery modelEnsure alignment between platform configuration and contracted service delivery obligationsTeam Leadership & Partner CoordinationMentor junior administrators and developers, fostering a culture of learning and technical excellenceDefine technical requirements, review deliverables, and ensure quality standards are met when coordinating with third-party ServiceNow development partnersCollaborate with internal product, delivery, and onboarding teams to align platform capabilities with business strategyContribute to internal knowledge bases, playbooks, and delivery acceleratorsQualifications & ExperienceRequired5+ years of hands-on ServiceNow experience spanning both administration and developmentDemonstrated track record as a customer-facing consultant or technical lead in an MSP, GSI, or service provider environmentExpert-level proficiency in ServiceNow development: JavaScript, Business Rules, Client Scripts, Script Includes, Flow Designer, and REST/SOAP APIsDeep experience with Domain Separation and multi-tenant architecture in a TPSM or similar environmentStrong command of ITSM modules: Incident, Problem, Change, Request, and Knowledge ManagementExperience leading full-lifecycle ServiceNow implementations from requirements through go-liveProven ability to present complex technical concepts to non-technical executive audiencesExceptional written and verbal communication skills with a customer-first mindsetCertifications (Required)ServiceNow Certified System Administrator (CSA)ServiceNow Certified Application Developer (CAD)Certifications (Strongly Preferred)ServiceNow Certified Implementation Specialist (CIS) — ITSM, HRSD, CSM, or equivalentServiceNow Certified Technology Architect (CTA)ITIL Foundation v4 or higherPreferred ExperienceExperience with ServiceNow Now Assist / AI capabilities and the Now Platform AI roadmapFamiliarity with Agile/Scrum project delivery modelsExperience contributing to pre-sales, solution scoping, and effort estimationExposure to complementary platforms (e.g., Jira, Azure DevOps, Salesforce, Microsoft 365) and integration patternsCore CompetenciesTechnical Excellence• Deep ServiceNow platform and architecture knowledge• Strong JavaScript and scripting fundamentals• Integration design and API proficiencyCustomer & Communication• Executive-level stakeholder communication• Trusted advisor mindset and relationship building• Workshop facilitation and requirements gatheringDelivery & Leadership• End-to-end project ownership and accountability• Ability to mentor and elevate junior team members• Agile delivery and iterative problem-solvingMSP / Multi-Tenant Acumen• Domain Separation and multi-tenancy expertise• Managing competing priorities across client accounts• Service delivery and SLA adherence in MSP contextsWhat We OfferHybrid work model: 2 days remote, 3 days in-officeCompetitive 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 discountsCompany events, recognitions, and team celebrationsMeaningful career development, certifications support, and growth opportunities within Jolera’s expanding platform practiceAt 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.

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