Senior ServiceNow Technical Consultant

Title:

Senior ServiceNow Technical Consultant Location :

Austin TX (Hybrid 3 days to office) Position Overview We are seeking a Senior ServiceNow Technical Consultant to lead a complex ITSM modernization engagement for a credit union client. This role requires deep ServiceNow expertise, strong client-facing skills, and the ability to design and implement scalable ITSMsolutions while aligning with OOTB best practices and business requirements. Key Responsibilities Solution Design & Architecture Design Service Mapping architecture for 20+ Tier 1 applications, including SLA dashboards and service status reporting Define Change Management reversion strategy to restore OOTB functionality while preserving critical customizations Lead Employee Center migration strategy, including catalog restructuring and persona-based experiences Design Workspace configurations for various operational teams Develop Platform Analytics dashboard and reporting architecture Implementation & Configuration Configure Service Mapping, CMDB relationships, and CI discovery Restore and optimize OOTB Change Management models and workflows Implement Employee Center with Virtual Agent readiness Configure Workspaces and modern dashboard experiences Implement Problem Management and Major Incident Management processes Build Platform Analytics dashboards and operational reports Client Advisory & Enablement Lead stakeholder discovery and solution workshops Recommend ITSM process improvements and platform best practices Guide CMDB health and data quality initiatives Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom Deliver training and knowledge transfer sessions Documentation & Knowledge Transfer Create solution design and configuration documentation Document as-built configurations and operational runbooks Conduct administrator and support team enablement sessions Required Qualifications ServiceNow Expertise 5+ years of hands-on ServiceNow implementation experience ServiceNow Certified System Administrator (CSA) - Required ServiceNow Certified Implementation Specialist (CIS) in ITSM - Required Strong expertise in Incident, Problem, Change, CMDB, and Service Catalog Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics Technical Skills Strong understanding of ServiceNow OOTB workflows and data models Experience with

REST/SOAP

integrations, MID Server, Flow Designer, and Glide scripting Proficiency in JavaScript and CMDB CI relationship modeling Experience with SLA configuration and reporting Consulting Skills Strong client-facing communication and workshop facilitation skills Ability to balance OOTB capabilities with custom business needs Experience leading complex multi-workstream ITSM initiatives Ability to work independently and drive delivery Preferred Qualifications CIS in Discovery or Service Mapping Experience with Virtual Agent, Now Assist, or AI/ML capabilities Familiarity with ITOM, AIOps, and predictive intelligence Experience in financial services or credit union environments Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom)