Senior Application Consultant / Project Manager

The ServiceNow Senior Application Consultant / Project Manager delivers high added-value consulting services to enterprise customers by leading and contributing to complex ServiceNow initiatives. 
The role combines strong expertise in ITIL processes, ServiceNow technico-functional implementation, project management, and customer engagement, including the ability to lead offshore support and development teams, to ensure service excellence, achievement of customer business goals, and long-term customer satisfaction and loyalty. 

Key Responsibilities:  

Consulting & Value Delivery 

• Deliver high added-value consulting services to customers by aligning processes and ServiceNow solutions with business objectives. 

• Analyze customer needs, challenges, and objectives to propose relevant, scalable solutions. 

• Exceed service quality expectations and ensure long-term customer satisfaction. 

• Contribute to customer loyalty through excellence in delivery and engagement. 

Service Quality & Customer Satisfaction 

• Achieve overall customer satisfaction and loyalty through proactive communication, reliable delivery, and continuous improvement initiatives. 

• Manage customer relationships effectively, acting as a single point of contact when required and handling escalations professionally. 

Project & Delivery Management 

• Lead and contribute to ServiceNow projects in roles such as Project Manager, Business Analyst, Scrum Master, or Senior Consultant. 

• Analyze, validate, prioritize, and deliver customer demands in alignment with governance frameworks and resource availability. 

• Plan and manage project activities including scope, timelines, resources, risks, and dependencies. 

• Facilitate Agile/Scrum ceremonies and ensure adherence to delivery best practices. 

Offshore Team Leadership 

• Lead, coordinate, and mentor offshore teams involved in support, development, testing, and maintenance activities. 

• Ensure effective collaboration between onshore and offshore teams through clear communication, task allocation, and performance tracking. 

• Monitor delivery quality, productivity, and adherence to timelines for offshore resources. 

• Support knowledge transfer, onboarding, and continuous skill development of offshore teams. 

Reporting & Governance 

• Provide customers and management with accurate, clear, and regular activity reports. 

• Ensure delivery governance through backlog management, sprint planning, and adherence to defined processes and standards. 

Technical & Process Expertise 

• Configure and implement ITSM, HR, SecOps processes within ServiceNow  

• Contribute to technio-functional activities such as configuration, customization, integrations, data loads, testing, and release management. 

• Ensure instance integrity and platform governance, including update sets, cloning, and environment management. 

Knowledge Sharing & Expertise Development 

• Participate actively in the development of the company’s expertise materials, methodologies, and internal knowledge base. 

• Contribute to reusable assets, best practices, and continuous improvement initiatives. 

• Support internal teams through mentoring, coaching, and knowledge sharing. 

Required Skills & Experience 

Professional Experience 

• 10+ years of experience in ServiceNow consulting, implementation, project management. 

• Proven experience in international and complex environments with demonstrated experience leading offshore teams (support, development, testing) in global delivery models. 

Technical Skills 

• Strong expertise in ServiceNow platform implementation. 

• Advanced knowledge of ITSM, HR, SecOps modules 

• Experience with Agile / Scrum, PMP-based project management, and governance frameworks. 

Soft Skills 

• Excellent communication, stakeholder management, and reporting skills. 

• Strong leadership skills with the ability to manage distributed and multicultural teams. 

• Ability to work effectively with senior stakeholders and international teams. 

• Strong leadership and coaching mindset. 

Education & Certifications 

• Bachelor’s or master’s degree in information technology, Computer Science, or equivalent. 

• ITIL certification. 

• PMP and Scrum Master certifications strongly valued. 

• ServiceNow certifications (CIS ITSM, CIS HRSD, CIS – SIR) with related project experiences