Senior ServiceNow Engineer designing and operating ServiceNow solutions for EQ Bank, Canada’s Challenger Bank. Leading feature delivery, integrations, platform reliability, and engineer mentorship.
About the role
- Senior ServiceNow Consultant at Jolera responsible for overseeing ServiceNow implementations and client engagements. Collaborating with enterprise clients and driving scalable platform strategies.
Responsibilities
- 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
- 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
- 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
- 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
Requirements
- 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
- Certifications (Required) 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
Benefits
- Hybrid work model: 2 days remote, 3 days in-office
- Competitive 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 discounts
- Company events, recognitions, and team celebrations
- Meaningful career development, certifications support, and growth opportunities within Jolera’s expanding platform practice
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