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 workplace 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 REST/SOAP APIs Deep expe

📌 Remote ServiceNow Senior Consultant (Winnipeg)
🏢 Jolera
📍 Winnipeg