Jolera

Role Description 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 - 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 Requirements - 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 Core Competencies - Technical Excellence - Deep ServiceNow 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 - 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

Role Description We are seeking an energetic, passionate individual with strong communication skills and the ability to work collaboratively. You are a self-starter who thrives in an environment of personal accountability and enjoys being part of a challenging outcome-oriented culture. You want to build your career by digging in, being a part of a high-performance team where there is an opportunity to up your game, sharing your knowledge and working with some of the best in the business. You’ll design, deploy, and operate scalable Elastic (Elasticsearch, Logstash, Kibana) environments that power cybersecurity analytics, threat hunting, and data-driven detection use cases. You’ll own reliable log ingestion pipelines, optimize cluster performance, and turn technical outcomes into clear insights for both technical and non-technical stakeholders. Key Responsibilities: - Design and operate distributed Elastic clusters, including capacity planning, performance tuning, and scaling strategy - Build and maintain ingestion pipelines aligned to security frameworks and Elastic Common Schema (ECS) - Manage large-scale Elastic Agent and Fleet deployments - Serve as the SME for log ingestion, parsing, normalization, and analysis - Deliver Elastic infrastructure as code (IaC) and automate deployments/configuration where possible - Develop and maintain Logstash pipelines (e.g., Syslog and other structured/unstructured sources) - Integrate multiple data sources and third-party platforms into Elastic with clean, searchable data models - Create automation/scripts to detect anomalies and improve operational workflows - Build dashboards, visualizations, and investigation workflows in Kibana - Continuously improve reliability and efficiency by optimizing pipelines, automating manual work, and enhancing architecture - Support development of network intrusion analytics in collaboration with a broader detection/engineering team - Administer supporting Linux systems for Elastic components and data pipeline services Qualifications - Certified Elastic Engineer - Ability to configure, maintain, and troubleshoot multiple Elastic environments at on-premises and Elastic-Cloud. - Experience with Elastic Stack architecture, design, and deployment. - Deep understanding of Elasticsearch internals, including indexing, search, and data aggregation. - Skills in managing enterprise level Elasticsearch clusters, handling cluster health, performance tuning, scaling, and ensuring high availability. - Proficiency in Elasticsearch Query DSL for complex queries, aggregations, and data analytics. - Proficiency in programming languages such as Java, Python, or Ruby. Knowledge of scripting languages for automation is also beneficial. - Proven track record working in cybersecurity, understanding common attack vectors, threat landscapes, and defensive technologies. - Proficiency in implementing security measures within Elasticsearch, such as role-based access control, encryption, index security, and audit logging. - Skills in managing and analyzing logs and security events from various sources (firewalls, IDS/IPS systems, network devices, operating systems) using the ELK stack. - Advanced ability to craft complex queries, alerts, and visualizations tailored for cybersecurity needs, such as detecting anomalies and potential threats. - Proficiency in data parsing using GROK/DISSECT, ingestion, and ETL workflows. - Expertise in developing complex Elasticsearch Watchers. - Experience in Elastic Security, Detection Rules, Machine Learning and AI Assistant. - Proficiency in developing Elasticsearch solutions to specific security needs, such as custom dashboards and reports for ongoing monitoring. Benefits - Competitive compensation package & benefits package - Company events, recognitions, and celebrations - Career development and growth opportunity Company Description At Jolera, we are committed to creating a diverse, equal and inclusive environment. 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.

Role Description We are looking for a Customer Success Manager to join our sales team and work with a major telco client of Jolera. What You Will Do - Attend and or manage quarterly customer temperature calls - Take on primary responsibility for smaller customers as determined by your manager - Keep clients informed on new marketing initiatives - Manage customer escalations and follow up – escalate internally where necessary and ensure issues are handled and client is happy - Represent the Rev team on Onboarding kickoff calls when others cannot attend, apprise team of what is happening/issues - Monthly billing coordination (assist Jolera finance and clients billing coordinator) - Change Request’s and Delivery Acceptance Form’s – create these and follow up - Look to continuously improve current processes - From time to time, assist the clients VP channel and the clients assigned SA as needed - Manage CRM entries as needed - Update client Pipeline on a regular basis – converse with internal team and client account managers to get current updates - Roll performance: Expected to proactively use self-learning and internal connections to continuously acquire IT specific knowledge and learn industry nuances Qualifications - 2+ years of work experience in client-facing roles in either sales or IT operations with a major telco in Canada - Confident knowledge of technology services sales and general negotiating principles - Understands IT broadly enough to have an insightful conversation and earn a position as a trusted advisor - Excellent communication and presentation skills - High-touch customer skills related to urgency and managing/exceeding expectations - Dynamic enough to build relationships and communicate effectively with senior and mid-level managers - Strong organization and time-management skills - Knows when to say “no” or “help” - Is sufficiently resourceful and able to track multiple moving targets with shifting priorities Requirements - Professional experience with a major telco company in Canada - Academic background in business administration, sales, or marketing - Outsourced IT Sales or Account management experience - Familiarity with IT operations in an MSP or larger IT department Benefits - Competitive compensation package - Competitive benefits package - Company Perks, Good Life gym, and various brand discounts - Company events, recognitions, and celebrations - Career development and growth opportunities