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