• Perform day-to-day ServiceNow system administration activities • Manage users, groups, roles, and access controls • Configure and maintain forms, lists, UI policies, and basic workflows • Support incident, request, change, and knowledge processes • Monitor system health and assist with basic troubleshooting and issue resolution • Apply platform updates, patches, and configurations under guidance from senior team members • Support platform governance and configuration management processes • Assist with testing and validation of new features and enhancements • Document configurations, procedures, and standard operating processes • Participate in Agile ceremonies as part of the delivery team • Ensure platform activities align with federal security and compliance requirements

• Design, develop, and configure ServiceNow solutions to support federal program requirements • Build and maintain custom applications, workflows, business rules, and UI policies • Design, develop, and support ServiceNow portals and web-based user experiences, including Service Portal and/or UI Builder • Collaborate with customer product owners to implement scalable, standards-based solutions • Participate in Agile and SAFe ceremonies, including sprint planning, reviews, and retrospectives • Perform code reviews and ensure adherence to development standards and best practices • Support platform upgrades, patching, and performance tuning • Troubleshoot and resolve ServiceNow defects and production issues • Ensure configurations and customizations align with federal security and compliance requirements • Contribute to technical documentation and knowledge sharing across the team • Support and enhance CSM knowledge enablement through Knowledge Base integration, taxonomy improvements, and self-service experience optimizations • Other duties as assigned

• Engage with stakeholders to gather, document, and validate business requirements • Translate business needs into clear, structured user stories with acceptance criteria • Conduct process analysis and identify improvement opportunities • Facilitate workshops, discovery sessions, and backlog grooming sessions • Document functional requirements, process flows, and use cases • Analyze and define requirements across ServiceNow module, specifically SPM • Understand platform capabilities and recommend standard OOB solutions where possible • Support UAT planning and execution • Assist in release documentation and change communications • Ensure alignment with platform governance and best practices established by iTech AG

• Collaborate with cross-functional teams to understand ServiceNow requirements and create test plans and test cases that align with business needs • Execute test cases and document test results, defects, and issues • Work closely with development teams to reproduce, analyze, and debug issues, and ensure that defects are resolved before software releases • Provide feedback on product quality and suggest process improvements to ensure that high-quality software is consistently delivered • Perform functional, regression, and integration testing, and participate in exploratory testing as required • Ensure that all testing activities are aligned with the Agile development process, and participate in Agile ceremonies as required • Other duties as assigned