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

• Run recurring customer sessions with the operators and builders who will live in the system, surfacing the ground-level realities that change what gets built and how. • Build the interfaces, field agents, automations, data models, and integrations that translate a solution vision into working systems. • Make the calls that close the gap between designed and real: when user feedback signals a design issue, bring the solution, not just the flag. • Build efficiently with AI and reinvest the saved time in customer engagement; customer-facing time is actively measured and valued on this team. • QA your own work against how users will actually behave, not just whether automations fire correctly. • Create reusable build patterns that extend impact beyond individual engagements. • Achieve full Airtable platform proficiency within 90 days; advanced work across interfaces, automations, data modeling, and integrations is the baseline expectation.

• Lead Daily Migration Execution: Act as the primary technical lead for daily migration activities, coordinating team tasks and solving issues proactively. Escalate major decisions to the Migration Architect when necessary. • Discovery & Assessment: Perform technical discovery on source and target tenants (using questionnaires and scripts). Document findings to support the Gap Analysis and migration planning. • Migration Preparation: Configure and validate migration tools (especially Quest On Demand Migration), setting up required accounts, permissions, and Entra ID Stage users/groups and adjust settings (mail routing, policies) for migration readiness. • Execute M365 Migrations: Run and monitor migrations for Exchange Online mailboxes, OneDrive/SharePoint Online content, Teams (channels, chats, teams), and related apps as per runbook. Troubleshoot and resolve issues (e.g., permission errors, sync failures) independently, ensuring data integrity and timely progress. • Cutover & Hypercare: Lead cutover events (domain/DNS changes, final syncs, validations) to successfully switch over users and services. Provide post-migration hypercare, addressing user issues and stabilizing the environment. • Collaboration & Coordination: Work closely with the Migration Architect, OCM leads, and device teams to align technical steps with user communications, training, and any Intune device updates. Mentor junior engineers and keep stakeholders informed on progress.

• Work on complete implementation of Oracle cloud life-cycle • Develop and deliver detailed business-focused solutions in Finance and Project accounting modules • Analyze existing processes, workflows, and systems • Create and maintain functional specifications and documentation • Plan and execute data conversion activities • Work with offshore teams • Provide end-user training and support