Senior ServiceNow Consultant

Role Overview

The Senior ServiceNow Consultant is a strategic and technical leader responsible for the end-to-end design, development, and delivery of complex solutions on the ServiceNow platform. This role requires a blend of deep technical expertise, advanced consulting skills, and the ability to lead and mentor development teams while managing senior client and internal stakeholder expectations.

Key Responsibilities

1. Solution Architecture and Design (40%)

• Lead Solution Design: Own the technical and functional design of complex ServiceNow solutions across one or more products (e.g., ITSM, ITOM, CSM, HRSD, GRC, SecOps).
• Platform Governance: Design solutions adhering to ServiceNow best practices, ensuring platform stability, maintainability, and optimal performance. Drive adherence to the Common Service Data Model (CSDM) .
• Advanced Customization: Oversee and perform advanced development, including complex scripting (Business Rules, Script Includes, Client Scripts), custom applications, and UI components (Service Portal/UI Builder).
• Integration Expert: Design and implement robust, scalable integrations with external systems using various methods (e.g., REST/SOAP APIs, Integration Hub, JDBC).

2. Consulting and Stakeholder Management (30%)

• Senior Stakeholder Engagement: Consult with senior business leaders and process owners to translate complex strategic goals and requirements into actionable, well-defined functional and technical specifications.
• Best Practice Advisory: Provide thought leadership and advisory services on industry best practices (e.g., ITIL frameworks) and how to best leverage the ServiceNow platform for business transformation.
• Requirements & Analysis: Lead and facilitate design workshops, perform gap analysis between current state and desired future state, and manage the full requirements lifecycle.

3. Leadership and Mentorship (20%)

• Team Leadership: Act as a technical lead, providing guidance, code review, and mentorship to junior and mid-level ServiceNow developers and consultants.
• Quality Assurance: Define and enforce coding standards, perform quality checks, and ensure rigorous testing (unit, integration, UAT) is completed for all deliverables.
• Project Support: Work closely with the Project Manager/Scrum Master to estimate effort, manage technical risks, and ensure timely delivery within an Agile/Scrum or Waterfall methodology.

4. System Operations and Improvement (10%)

• Platform Health: Perform regular health checks, performance tuning, and capacity planning.
• Upgrades & Releases: Drive successful ServiceNow version upgrades, assessing the impact of new releases and planning the adoption of new features, including AI/Generative AI capabilities.
• Documentation: Maintain comprehensive and high-quality technical documentation, design specifications, and test plans.

Required Qualifications & Skills

Technical Expertise

• 6-10 years of hands-on experience in ServiceNow development, configuration, and implementation.
• Deep expertise in a minimum of two major ServiceNow modules (e.g., ITSM, ITOM, CSM, HRSD).
• Expert-level proficiency in ServiceNow scripting (JavaScript, Glide API, Flow Designer, Process Automation Designer).
• Strong knowledge of Web Technologies (HTML, CSS, Angular JS/React for Service Portal/UI Builder).
• Proven experience implementing and working with CSDM, CMDB, and Discovery .

Certifications (Must Have)

• ServiceNow Certified System Administrator (CSA) .
• ServiceNow Certified Implementation Specialist (CIS) in at least one core module (e.g., CIS-ITSM, CIS-HRSD).

Consulting & Soft Skills

• Excellent written and verbal communication skills, with the ability to articulate technical concepts to non-technical stakeholders (e.g., C-level executives).
• Demonstrated ability to lead technical discussions, facilitate client workshops, and drive consensus on complex design decisions.
• Strong analytical, problem-solving, and critical-thinking skills.

Preferred Qualifications (Nice to Have)

• Additional CIS certifications (e.g., ITOM, GRC, SecOps).
• ServiceNow Certified Application Developer (CAD).
• ITIL v4 Certification.
• Experience with Performance Analytics and building executive-level dashboards.
• Familiarity with DevOps/DevSecOps practices and tools for ServiceNow (e.g., source control integration).