ServiceNow - Application Consultant

As an Application Consultant for ServiceNow, you will play a key role in designing, configuring, and delivering ServiceNow solutions that align with business objectives and industry best practices. This role combines hands-on platform expertise with strategic consulting, requiring strong knowledge of ServiceNow modules, IT service management, and ITIL processes. You will work closely with clients and internal stakeholders to understand business needs, translate requirements into scalable technical solutions, and guide implementations from strategy and design through deployment and post-go-live support. In addition, you will contribute to solution planning, effort estimation, and cost-benefit analysis, while providing technical leadership to ensure high-quality, on-time delivery in a dynamic project environment.

Your responsibilities will include:

• Leading the development of ServiceNow strategies based on value versus effort, ensuring alignment with business goals and implementation success
• Contributing to solution design, including effort estimation, costing, and preparation of cost-benefit models to support decision-making
• Working with clients and stakeholders to gather requirements, conduct workshops, and translate business needs into ServiceNow solutions
• Configuring, customizing, and maintaining ServiceNow applications (e.g., ITSM, ITOM, HRSD, CSM), including forms, workflows, integrations, and UI components, following best practices
• Providing technical guidance on platform capabilities, application design, user experience, and ServiceNow ecosystem integration
• Supporting the full delivery lifecycle, including testing, deployment, post-go-live troubleshooting, documentation, and end-user training
• Collaborating with architects, developers, and project managers to ensure on-time delivery, compliance with governance and GRC standards, and continuous platform improvement

This role can be performed from anywhere in the United States

Required technical and professional expertise

• Bachelor's degree in Computer Science, Information Systems, or a related field, with 3+ years of hands-on ServiceNow platform experience
• Strong knowledge and practical experience with one or more ServiceNow modules including ITSM, ITOM, HRSD, and CSM, supporting configuration and maintenance
• Solid understanding of ITIL processes and service management frameworks, applied to developing effective ServiceNow strategies
• Technical proficiency with web technologies (XML, HTML, Web Services) and enterprise components such as LDAP, VPN, and SSL
• Excellent problem-solving, analytical, interpersonal, and communication skills, with the ability to manage multiple priorities in Agile or hybrid project environments

Certifications * ServiceNow Certified System Administrator (CSA)

Preferred technical and professional experience

• ServiceNow Certified Implementation Specialist (e.g., ITSM, HRSD, CSM) with experience in client-facing consulting or service delivery environments
• Familiarity with ServiceNow scripting and integrations, including JavaScript, Glide, REST/SOAP APIs, MID Server, and supporting technologies such as XML, HTML, LDAP, VPN, and SSL
• Strong understanding of ITIL frameworks and service management best practices, with the ability to support cost-benefit analysis, effort estimation, and solution design

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.