• Act as a trusted liaison between business stakeholders and technical teams throughout the ServiceNow lifecycle • Lead requirements gathering, analysis, and documentation, translating business needs into actionable ServiceNow solutions • Facilitate discovery sessions, workshops, and gap analyses, producing high-quality deliverables (process flows, user stories, acceptance criteria, etc.) • Support and enhance CMDB and Application Portfolio Management (APM) processes, including data governance and configuration management best practices • Assist with Event Management planning, backlog preparation, and operational readiness as demand scales • Communicate clearly with leadership, including reporting on coverage, skills, regions, and language alignment • Contribute to continuous improvement initiatives and operational excellence across the ServiceNow program

• Define, own, and execute the enterprise CMDB and Asset Management strategy on the ServiceNow platform. • Design and govern the CMDB data model, including CI classes, relationships, standards, and lifecycle management. • Establish and maintain policies, processes, and controls to ensure CMDB and asset data accuracy, completeness, and long-term integrity. • Lead integrations with authoritative data sources such as ServiceNow Discovery, Service Mapping, cloud providers, and third-party systems. • Partner with ITSM, ITOM, SecOps, infrastructure, and application teams to ensure CMDB and asset data supports operational, security, and business use cases. • Define, track, and continuously improve data quality metrics, health dashboards, and audit processes. • Lead and mature asset lifecycle management practices across hardware, software, and cloud assets. • Act as the primary owner for CMDB and asset-related platform decisions, priorities, and design standards. • Provide subject-matter guidance to ServiceNow developers, architects, and administrators. • Support roadmap development and adoption of advanced capabilities such as service mapping, impact analysis, and compliance reporting.

• Partner with business and IT executives to align ServiceNow initiatives with strategic business objectives and desired outcomes. • Facilitate executive-level discussions to assess tradeoffs, sequence workstreams, and make informed prioritization decisions. • Oversee multiple ServiceNow workstreams (ITSM, ITOM, HRSD, CSM, SecOps, custom workflows), ensuring coordination and alignment. • Ensure consistent application of Lean, Six Sigma, Agile, and ITSM principles across ServiceNow delivery efforts. • Track and communicate performance, risks, dependencies, and value realization to senior leadership. • Collaborate with platform owners, architects, and delivery teams to balance innovation, technical health, and operational stability. • Drive continuous improvement of project management practices, including demand management, capacity planning, and delivery predictability.

• Support presales solutions, in-house lab development and demos • Solve problems with end-to-end solutions in a fast-paced, Agile environment • Design, develop, integrate, and operate ServiceNow prototypes and advanced POCs • Engage in direct discussions with decision-makers during demo calls • Translate prototypes into high quality, well written responses and demos • Manage implementation roadmaps and align business needs with technical execution • Deliver great customer outcomes and manage key customer relationships • Mentor junior team members in demo preparation and execution • Shape marketing strategies and align branding with corporate objectives