• Drive day-to-day technical support for IRM, BCM, and TPRM applications • Lead day-to-day technical support and maintain existing configurations • Partner with business product owners to convert requirements into technical designs • Build and maintain Flow Designer logic and scripting configurations • Mentor and guide junior team members.

• Support the development, configuration, and evolution of solutions on the ServiceNow platform • Contribute to technical implementation activities ensuring adherence to ServiceNow best practices • Develop and configure basic to intermediate functionalities on the ServiceNow platform following established standards and guidelines • Create, update, and maintain Business Rules, Client Scripts, UI Policies, UI Actions, Notifications, Catalog Items, and related components • Support workflow and automation implementations using Flow Designer and legacy workflows • Assist in the development of simple integrations using REST and SOAP under senior supervision • Support data modeling activities in tables, catalogs, and CMDB following predefined models • Participate in technical understanding and clarification of functional requirements • Execute unit tests and support integrated testing activities • Collaborate in Agile ceremonies including Sprint Planning, Daily Stand-ups, Reviews, and Retrospectives • Provide support to less experienced team members when acting at the Mid-Level • Support technical and functional meetings with customers, under senior guidance

• Provide expert level platform technical oversight and guidance to architects, developers, agile delivery teams and platform administrations for the development of complex solutions and maintenance of the system to ensure optimal and cohesive operations. • Lead the delivery of solutions for an Enterprise System (ITSM, CMDB, SPM, ITOM, etc.). • Lead engagements with customers to gather their needs, design customized solutions, and present these solutions effectively, from initial discussions through implementation. • Play a key role in the development of the long-term strategy and strategic direction for ServiceNow Services including the formulation of capability roadmap. • Engaging in workshops and meetings to gather requirements, presenting, and validating solutions and testing the interpretation of the client’s needs. • Demonstrate solid insights into designing ServiceNow solutions. • Understand and drive process optimization, efficiencies and productivity • Act as a mentor to support less experienced colleagues • Serves as an active contributor of leading practices, standards, and thought leadership related to the ServiceNow platform. • Provide input into technical solutions for proposals for additional Buy Orders. • Maintain a sound understanding of enterprise and platform-level architecture as it relates to managing the ServiceNow instances, including the data model, integration points, and dependencies that impact Performance. • Performs Architecture design and reviews as required, ensuring initiatives are aligned with future state. • Identifies risks, opportunities, compliance issues, or other architectural concerns with the platform, with a strong focus on data security, privacy, and compliance regulations. • Implement data governance policies and procedures to ensure data quality and accuracy. • Perform data analysis to identify trends, patterns, and anomalies.

• Act as the escalation point for complex incidents and service requests that have been escalated from Tier 1 support, ensuring timely resolution. • Analyze and troubleshoot ServiceNow platform issues, including but not limited to workflows, customizations, integrations, and configurations, while providing root cause analysis and solution recommendations. • Assist with basic system configuration, workflow creation, and customization of the ServiceNow platform as needed, under the guidance of senior administrators. • Create and update knowledge articles for recurring issues or best practices to enhance the efficiency of the support team and end-users. • Work with Tier 1 analysts to identify and resolve common issues, and collaborate with other teams (e.g., development, infrastructure, and operations) to ensure timely resolution of complex problems. • Proactively monitor the health of the ServiceNow platform and perform routine maintenance tasks as directed, escalating issues to Tier 3 support when necessary. • Provide assistance to end-users on using the ServiceNow platform, including troubleshooting user access issues, guiding users through processes, and offering training as needed. • Participate in the review and implementation of changes to the ServiceNow environment, ensuring minimal disruption to service. • Assist with generating reports and dashboards to analyze platform performance, trends in incident and request volumes, and provide actionable insights to management.