• Develop, document, and execute test plans, test cases, and test scripts for ServiceNow enhancements and releases. • Perform functional, regression, integration, and user acceptance testing (UAT) . • Validate ServiceNow workflows, catalog items, forms, notifications, and integrations. • Identify, document, and track defects using defect tracking tools. • Verify fixes and ensure defects are resolved before production deployment. • Test configurations and customizations within ServiceNow modules (e.g., Incident, Problem, Change, Service Catalog). • Validate business rules, client scripts, UI policies, workflows, and integrations . • Ensure system configurations meet functional requirements and governance standards. • Support testing for ServiceNow upgrades and patch releases. • Develop or maintain automated test scripts where applicable (e.g., ServiceNow ATF, Selenium, or other testing tools). • Maintain test data and testing environments. • Monitor test results and provide reports on quality metrics. • Work with developers, business analysts, and product owners to clarify requirements and acceptance criteria. • Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives. • Support end users during User Acceptance Testing (UAT) . • Maintain QA documentation including test cases, test results, and defect reports. • Provide regular status updates on testing progress and quality risks. • Assist in developing QA standards and best practices for the ServiceNow platform. • Communicate effectively with a wide variety of technical and non-technical audiences.

• Developing, installing, and troubleshooting scoped ServiceNow applications • Assisting in maintaining detailed documentation of application design, logic and code to train other developers on the application • Working on the creation of workflows from scratch and customizing the existing workflows and workflow activities based on the business requirements • Creating and maintaining inbound actions, custom reports, scheduled reports, and dashboards • Developing import sets, data sources, transform maps for data loads and management. • Creating and using update sets, Remote Instance, and Team Dashboard to move customizations between ServiceNow instances • Performing code reviews to ensure that the quality bar is being met with regard to coding standards, integration, extensibility, and security • Partnering directly with customers to gather requirements, translate business needs into technical solutions, and deliver high-quality implementations • Leading or supporting customer-facing workshops, discovery sessions, and solution design conversations • Troubleshooting complex issues in collaboration with customers and providing clear, timely communication throughout resolution • Serving as a trusted technical advisor during implementations and post-go-live support

• Develop, configure, and customize ServiceNow applications, ensuring best practices in workflows, integrations, automations, access controls, the Service Catalog, and more. • Collaborate closely with cross-functional teams to design, develop, test, and deploy solutions that meet business needs. • Build and maintain integrations between ServiceNow and other applications using REST APIs, SOAP APIs, Integration Hub, and other methods. • Participate in code reviews to uphold high standards of code quality and facilitate knowledge sharing. • Troubleshoot and ensure system reliability through robust design, comprehensive testing, and responsiveness to any issues. • Create and maintain clear, detailed technical documentation for applications, APIs, and processes. • Stay updated on emerging trends and advancements in ServiceNow to recommend and implement innovative system improvements.

• Interface with end-users, IT teams and key stakeholders to gather systems requirements. • Design, develop, and deploy AI-driven applications and workflows on the ServiceNow platform. • Integrate machine learning, natural language processing (NLP), and predictive analytics solutions into any of the ServiceNow modules (ITSM, ITOM, CSM, HRSD). • Manage all aspects of application development, including design, coding, debugging, testing, troubleshooting, and documenting systems. • Write complete programming and perform testing and debugging of applications using current programming language and techniques. • Design custom or product-based solutions based on ServiceNow applications. • Configuring integrations between ServiceNow via REST/SOAP web and other applications. • 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 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 consistent approach that does not break shared patterns.