Senior ServiceNow Employee Center / Service Portal & Now Assist for ITSM Implementation Lead

Two specific ServiceNow credentials required — please review before applying
Company: BPM Advisors, LLC
Engagement: Approximately 12 months | Contract opportunity contingent upon award
Location: United States — remote with occasional travel to Los Angeles County, California
Start: Subject to contract award and project mobilization
About BPM Advisors
BPM Advisors, LLC (BPMA) is an established IT consulting and systems implementation company serving government and commercial clients since 2008.
We design, develop, integrate, and implement enterprise technology solutions. We are assembling our own delivery team for a government ServiceNow implementation, not collecting resumes for third-party placement.
The opportunity
We are looking for one highly experienced, hands-on ServiceNow consultant with demonstrated implementation expertise in both:
ServiceNow Employee Center / Service Portal
ServiceNow Now Assist for IT Service Management (ITSM)
This position will involve configuring and deploying these capabilities as part of a larger enterprise IT workflow modernization initiative.
The ideal candidate has personally delivered both technologies into production and can explain their implementation responsibilities, technical decisions, and deployment outcomes.
Responsibilities
Employee Center / Service Portal
Design, configure, and implement enterprise employee self-service experiences.
Configure service catalog integration, request submission, approval workflows, knowledge access, and request-status visibility.
Implement portal pages, widgets, user experiences, navigation, and role-based access controls.
Collaborate with ITSM teams to integrate Incident, Request, Knowledge, and Service Catalog capabilities.
Support system testing, UAT, deployment, user training, and administrator knowledge transfer.
Now Assist for ITSM
Configure and implement Now Assist for ITSM capabilities within enterprise service-management workflows.
Implement appropriate AI-assisted incident summarization, knowledge generation, resolution assistance, and related ITSM use cases.
Configure and validate permissions, security controls, AI behavior, and integration with existing ITSM processes.
Develop test scenarios and validate accuracy, usability, access controls, and operational readiness.
Support production deployment, performance validation, documentation, and post-go-live stabilization.
Project delivery
Participate in discovery workshops, solution design, configuration, testing, and cutover activities.
Maintain technical configuration and implementation documentation.
Collaborate with the Solution Architect, ITSM Lead, and other technical specialists.
Support knowledge transfer and a structured post-go-live hypercare period.
Mandatory qualifications — all four must be met
MQ6 — Service Portal / Employee Center
1. Current ServiceNow Micro-Certification – Service Portal
The certification must be active and verifiable in the official ServiceNow Certification Portal.
2. At least TWO prior implementations of ServiceNow Employee Center / Service Portal
The candidate must have participated directly in implementing and deploying these capabilities, not merely supporting an existing portal.
MQ7 — Now Assist for ITSM
3. Current ServiceNow Now Assist for IT Service Management (ITSM) Implementation Delivery Accreditation
This exact accreditation is required.
Now Assist for Creator, general Now Assist training, AI certifications, and other ServiceNow accreditations do not replace this requirement.
4. At least THREE prior implementations of Now Assist for ITSM
The candidate must be able to identify three qualifying customer implementations and explain the functionality implemented, personal responsibilities, and production deployment outcomes.
Important qualification verification
Candidates must be prepared to provide:
Their ServiceNow certification verification details.
Two qualifying Employee Center/Service Portal implementation examples.
Three qualifying Now Assist for ITSM implementation examples.
Customer organizations and implementation dates.
Their actual role and responsibilities in each implementation.
Production deployment/go-live information.
Professional references from organizations where the implementations were performed.
Please do not apply if you do not hold BOTH specified credentials and cannot substantiate the required implementation experience.
BPMA independently verifies qualifications and conducts its own technical interviews before selecting consultants for its project delivery team.
Additional requirements
Ability to perform all project work from within the United States.
Availability for occasional travel to Los Angeles County.
Ability to support an approximately one-year implementation and stabilization engagement.
Availability for a technical interview on short notice.
Willingness to undergo credential, professional reference, and implementation-history verification.

Work arrangement
Yes