NewRocket

• Developing customer applications for Work Order management, scheduling, and dispatch. • Collaborate with stakeholders to identify key functionality within custom ServiceNow instance • Enhance ServiceNow (SN) event rules as necessary to ensure proper CMDB binding • Interact with technical SMEs to get necessary environment information to support your service map and event work

• Understand and document business requirements and user stories for ServiceNow implementations. • Define customer needs, determine strategies, develop plans/proposals and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness • Own business requirements and agreement of priorities with clients/end users • Conduct impact analysis on existing business process and function • Produce functional specifications, wireframes, and mock-ups for delivery teams • Partner with technical team to conduct demos and show & tells with client end users • Contribute to writing test scripts including acceptance criteria • Facilitate testing/UAT and obtain agreement on priorities with client / end users

• Lead architecture and solution design for complex ServiceNow HRSD implementations with a strong emphasis on Workday-to-ServiceNow integration • Serve as a trusted advisor to enterprise clients undergoing HR transformation, helping define scalable, secure, and user-centered solution strategies • Translate business requirements into end-to-end architecture, process design, integration patterns, and technical roadmaps • Partner with client stakeholders, delivery leaders, and technical teams to align platform capabilities with business objectives • Provide consultative leadership in workshops, discovery sessions, design reviews, and executive conversations • Architect integrations between Workday and ServiceNow HRSD, including employee lifecycle events, case management, data synchronization, and related HR workflows • Define and evaluate integration approaches using APIs, middleware, orchestration tools, and enterprise integration frameworks • Ensure designs support data integrity, security, scalability, maintainability, and performance across systems • Collaborate with integration developers and technical architects to validate solution feasibility and delivery quality • Troubleshoot and guide resolution of complex integration and platform challenges • Lead solution design across the full project lifecycle, from early strategy and estimation through implementation, testing, go-live, and optimization • Produce high-quality architecture deliverables including solution designs, integration specifications, data flow documentation, and technical recommendations • Support project teams in identifying risks, dependencies, constraints, and mitigation plans • Review configuration and custom development to ensure alignment with architectural standards and best practices • Mentor consultants, developers, and client teams on HRSD architecture and integration design principles • Bring a strong understanding of large-scale enterprise environments and the realities of cross-functional transformation programs • Help clients modernize HR service delivery through better experiences, cleaner integrations, and more efficient operating models • Contribute to NewRocket’s growth by supporting pre-sales conversations, solution shaping, and strategic account expansion where needed.

• Lead large-scale business process discovery, analysis, and design engagements across multiple client portfolios. • Define and drive strategic customer outcomes aligned to platform capabilities and industry best practices. • Serve as a senior advisor to executive stakeholders on business transformation and change management. • Oversee the work of Business Process Architects and Business Analysts, providing direction, mentorship, and quality assurance. • Collaborate with Solution and Technical Architects to design scalable, outcome-focused implementation strategies. • Contribute to the development and standardization of business process methodologies, playbooks, and frameworks. • Represent the organization in thought leadership activities (e.g., webinars, whitepapers, conferences). • Identify and mitigate business and delivery risks early in the engagement lifecycle. • Lead special projects across Delivery and Innovation teams to mature our delivery capability. • Drive continuous improvement in client engagements through feedback loops, retrospectives, and measurable outcomes.

Role Description NewRocket is hiring a ServiceNow Software Engineer with ITOM. The Software Engineer- ITOM is responsible for leading, coaching, and mentoring a team of Software Engineers who provide the development of project professional services for customers. The Senior Software Engineer will implement and develop customizations based on functional and technical requirements using leading practices and internal code standards on large-scale, more complex professional services projects. As a Senior Software Engineer, you will: - Interface with end-users, IT teams, and key stakeholders to gather systems requirements for Integrations. - Customize ServiceNow applications and facilitate rollout of new applications, module - ITOM (CMDB/Discovery). - Configure integrations between ServiceNow via REST/SOAP web and other applications. - Utilize Flow designer, Business rules, Scripting, Integrations & Logic implementations. - Guide customers through understanding technical solutions to their business requirements. - Interact with technical SMEs to get necessary environment information to support your service map and event work. - Reflect impact assessment rules within service maps and validate with technical SMEs and stakeholders. - Participate in user acceptance testing of the resulting maps, impact rules, and event management work. - Promote your update sets and data across applicable SN environments. - Remediate any production incidents that arise related to this scope. - Align with existing SN technical lead for map/event work to ensure a consistent approach that does not break shared patterns. - Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency. Qualifications - 4+ years’ experience supporting the implementation, administration, configuration, and/or development of ServiceNow in ITOM (CMDB/Discovery/Mid Services). - Experience with integration between ServiceNow and other systems/platforms using both mid servers and cloud to cloud. - Experience working with ITOM and any bi-directional, automated integration between two systems. - Knowledge of Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations. - Knowledge of all aspects of ServiceNow scripting including Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and Script Includes. - Ability to create technical design documents and user documentation. Education - A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience. Certifications & Knowledge - The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. - Expected to complete ServiceNow competency Certifications as well as Module Accreditations. - Preferred Certifications: ITIL Foundation, ServiceNow CSA and CAD. Benefits - NewRocket is committed to a diverse and inclusive workplace. - We value and celebrate diversity, believing that every employee matters and should be respected and heard. - We are proud to be an equal opportunity workplace and affirmative action employer. - Commitment to providing employment opportunity regardless of various statuses. - For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com.

• Deploy and configure agentic AI workflows and AI-powered automations within client ServiceNow environments. • Translate customer business requirements into technical architectures and implementation plans. • Implement and integrate NewRocket Agent Packs and AI solutions into enterprise environments. • Work directly with customers to tailor AI solutions to their operational workflows and business processes. • Build demos, prototypes, and proof-of-concept implementations to validate AI-driven workflows with clients. • Rapidly iterate solutions with customers to refine AI-powered use cases. • Support implementation of AI orchestration, LLM integrations, and agentic decision models. • Develop integrations between ServiceNow, enterprise systems, APIs, and AI services. • Build supporting components such as scripts, microservices, automation logic, and integration services. • Implement integrations with AI platforms, APIs, and enterprise data sources. • Actively contribute to the development and evolution of NewRocket’s AI intellectual property and platforms.

• Own end-to-end solution architecture across the engagement, ensuring technical decisions align with the client's business objectives, technical landscape, and long-term roadmap. • Serve as the primary architectural point of contact for the client, building trusted relationships with client technical leadership and stakeholders. • Translate business requirements into scalable, maintainable architecture and delivery plans, balancing speed, cost, and quality. • Provide hands-on technical leadership and direction to delivery teams, including engineers, analysts, and project managers, ensuring consistent architectural standards across workstreams. • Identify and manage technical risks, dependencies, and integration points across telco-specific systems (e.g., OSS/BSS, network operations, customer experience platforms, order-to-activate workflows). • Lead design reviews, architectural governance, and quality assurance checkpoints throughout the delivery lifecycle. • Partner with project and program leadership to align architecture decisions with delivery timelines, scope, and budget. • Mentor and develop delivery team members, raising the technical capability of the broader team over the course of the engagement. • Produce and present clear, executive-ready documentation, architecture diagrams, and technical recommendations to client stakeholders. • Stay current on telecommunications industry trends, regulatory considerations, and platform capabilities relevant to the engagement.

• Lead end-to-end administration of health, welfare, and retirement programs, including plan management, renewals, and ongoing operations. • Manage and execute the annual Open Enrollment process, including system setup, employee communications, education, and reconciliation. • Administer 401(k) and retirement programs, including enrollments, contributions, vendor coordination, and audit support. • Partner with brokers and vendors to evaluate plan performance, resolve escalations, and recommend enhancements to offerings. • Ensure compliance with federal, state, and company requirements related to benefits, leave, and employee records (e.g., ERISA, ACA, HIPAA, ADA, FMLA, COBRA). • Conduct and support compliance audits, including I-9 audits, employee file reviews, and benefits-related reporting requirements. • Manage required regulatory filings, notices, and documentation associated with employee benefits programs. • Oversee administration of leave programs, including FMLA, state leaves, and company policies, ensuring compliance and a positive employee experience. • Serve as the primary point of contact for employee benefits inquiries, providing guidance on plan options, eligibility, and issue resolution. • Support onboarding and offboarding processes with a focus on benefits enrollment, transitions, and eligibility. • Drive continuous improvement of benefits processes, documentation, and workflows to increase efficiency and scalability. • Support HRIS-related initiatives and system integrations (e.g., ADP), ensuring accuracy and process consistency. • Manage employment verifications and maintain strict confidentiality of sensitive employee data. • Collaborate with HR, Finance, Legal, and external vendors to support benefits strategy and compliance initiatives. • Provide insights and reporting to leadership on benefits trends, utilization, and compliance risks.

• Create mobile and web applications based on site maps, wireframes and visual designs using standards compliant JavaScript, HTML5 and CSS3. • Manage all aspects of application development, including design, coding, debugging, testing, troubleshooting, and documenting systems, query optimization, and report-writing. • Design and customize Service Portal ServiceNow applications or product based solutions based on ServiceNow applications. • Implements integrations with ServiceNow Discovery and Core module (Normal Incident, MIM, Problem, Knowledge, Change, ESS, CMS ). • Creation of script-based Assignment and Approval rules, custom-related lists, Access Control list, UI Policy, and client script. • Create and execute development plans as appropriate to meet changing needs and requirements. • Understands ITIL V3 processes and is hands-on with ITIL process implementation. • Conduct requirements gathering workshops for customers. • Help integration team in planning and packaging the ServiceNow service portal integration solution. • Draft use cases and functional requirements documents. • Draft proposals and statements of work for solutions. • Reviewing and providing guidance on functional requirements documents. • Provide technical assistance in a pre-sale’s capacity.

• Drive the market launch and IP roadmap of AI-powered solutions. • Collaborate with sales, marketing, consulting, and development teams. • Define product requirements and roadmaps that result in customer impact. • Support in assessing AI innovation opportunities across industries. • Manage product lifecycle from ideation to launch with emphasis on usability and performance. • Stay informed on trends in agentic AI and enterprise automation. • Participate in market awareness events and assist in developing product marketing collateral. • Ensure product success measured by revenue from AI products and production go-lives.