Senior ServiceNow Technical Consultant

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Senior ServiceNow Technical Consultant

Role Summary

We are seeking a highly experienced Senior ServiceNow Technical Consultant with deep platform expertise and a proven history of delivering complex, enterprise-scale ServiceNow implementations. This role requires hands-on technical leadership across ITSM, ITOM, Discovery, and Asset Management domains, with strong consulting skills to guide architecture decisions, integrations, and platform optimization.

The ideal candidate has 5+ years of ServiceNow platform experience, has led or contributed significantly to multiple end-to-end deployments, and holds core ServiceNow certifications. You will work closely with stakeholders, architects, and development teams to design scalable solutions that align with organizational strategy, platform standards, and ServiceNow best practices.

Key Responsibilities

Platform Architecture & Technical Leadership

• Act as a senior technical authority for ServiceNow platform design, configuration, and customization.
• Define and enforce platform architecture standards, development patterns, and governance models.
• Lead technical design sessions and translate business requirements into scalable ServiceNow solutions.
• Perform solution reviews to ensure alignment with ServiceNow best practices, performance standards, and upgrade readiness.

Implementation & Delivery

• Lead or contribute to multiple full-lifecycle ServiceNow deployments, including requirements, design, build, test, and production rollout.
• Deliver advanced implementations across:
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM) - Event Management, Discovery, Service Mapping
  • Hardware Asset Management (HAM)
  • Software Asset Management (SAM / SAM Pro)
• Design and implement complex workflows, Flow Designer solutions, business rules, UI policies, scripted APIs, and custom applications.
• Oversee Discovery architecture, MID Server strategy, credential management, and CMDB population.

CMDB & Data Integrity

• Design and optimize CMDB data models following CSDM best practices.
• Ensure data quality, reconciliation, and normalization across Discovery, integrations, and asset data sources.
• Partner with asset and operations teams to align CMDB, HAM, SAM, and ITOM use cases.

Integrations & Automation

• Design and implement inbound and outbound integrations using REST, SOAP, Integration Hub, and custom APIs.
• Leverage Flow Designer, Integration Hub spokes, and automation to reduce manual effort and improve operational efficiency.
• Collaborate with enterprise architecture and security teams on integration patterns and authentication standards.

Performance, Security & Upgrades

• Optimize platform performance, including script efficiency, database usage, and asynchronous processing.
• Ensure role-based access controls, data security, and compliance with organizational policies.
• Lead upgrade readiness activities, including impact analysis, remediation, and regression testing.

ServiceNow AI Features & Platform Intelligence (preferred)

• Hands-on experience with ServiceNow AI and ML-driven capabilities, including:
  • Predictive Intelligence (classification, similarity, clustering)
  • Agent Assist and contextual recommendations
  • Automated routing and assignment optimization

Mentorship & Collaboration

• Mentor junior developers and consultants on ServiceNow development best practices.
• Conduct code reviews and technical knowledge sharing sessions.
• Collaborate with product owners, process owners, and stakeholders to continuously improve platform value.

Required Qualifications

Experience

• 5+ years of hands-on ServiceNow platform experience
• Demonstrated experience delivering multiple enterprise-scale ServiceNow implementations
• Strong expertise in:
  • ITSM (Incident, Problem, Change, Request, Knowledge)
  • ITOM (Discovery, Event Management, Service Mapping)
  • ITAM (Hardware Asset Management, Software Asset Management)
  • CMDB and CSDM alignment

Required Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM)

ServiceNow Certified Implementation Data Foundations (CMDB & CSDM)

• Two additional ServiceNow Certified Implementation Specialists

Preferred Qualifications & Certifications

• Certified Implementation Specialist (CIS) in two or more of the following:
  • CIS - Discovery
  • CIS - Event Management
  • CIS - Service Mapping
  • CIS - Platform Analytics
  • CIS - Hardware Asset Management (HAM)
  • CIS - Software Asset Management (SAM )
  • CIS - Customer Service Management (CSM)
  • CIS - Security Incident Response (SIR)
  • CIS - Vulnerability Response (VR)
  • CIS - Risk and Compliance (R&C / IRM / GRC)
  • CIS - Third-Party Risk Management (TPRM)
  • CIS - Customer Service Management (CSM)
  • CIS - Human Resources Service Delivery (HRSD)
  • CIS - Field Service Management (FSM)

• ITIL Foundation or higher certification (preferred)
• Experience with:
  • Discovery at scale (multiple MID servers, complex networks)
  • HAM and SAM lifecycle automation
  • IntegrationHub and custom integration development

Technical Skill Set

• Advanced JavaScript (ServiceNow server-side and client-side)
• Flow Designer & IntegrationHub
• Script Includes, Business Rules, UI Actions, ACLs
• REST/SOAP APIs and JSON/XML data handling
• Performance Analytics (preferred)
• Source control and CI/CD practices for ServiceNow (e.g., update sets, application repo strategies)

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.