This position offers a base salary range of $102,039.00 - $170,068.00 per year, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts! OVERVIEW Responsible for I&T services throughout their lifecycle and defining the service roadmap that aligns with visions and defined goals of Business owners. Maintains accountability for multiple services at once and is responsible for delivering services at agreed upon levels, maintaining customer relationships, and aligning services with business and security needs. RESPONSIBILITIES (other duties may be assigned) 1. Develop and promote multiple strategies, policies, and practices within IT Service Management (ITSM), as assigned, to include but not limited to Service Reporting, Service Level Management, Service Vendor Engagement & Management, Asset Management, Configuration Management, Transition Planning & Support, Continual Service Improvement. Includes strategies, policies, and practices for assigned IT Services. 2. Responsible for defining services agreements and working with Product Management and ITSM teams to deliver services that meet those SLAs. Keep up to date on industry and technology trends, recommending new service improvements to the team. 3. Create and maintain the service roadmap, incorporating economic outcomes, industry and technology trends, technical input, and user feedback. Initiate new services, oversee service production transition, and ensure ongoing maintenance of services to provide end to end lifecycle management of services. 4. Collaborate with ITSM Management team in service strategy creation, roadmap creation, and management of processes and work plans. Utilize expert level understanding of the strategic product roadmap of the business and articulate the impacts its objectives would have on IT service requirements going forward. 5. Responsible for the status of service health and associated KPIs, metrics, and trends. Generate and analyze support data, reports, and metrics to identify opportunities for service improvement. Implement service improvement plans where IT Services for specific groups or departments have degraded in stability or quality. 6. Prepare and approve communications for service changes and maintenance; coordinate internal communications for operational staff. 7. Lead Collaboration with product delivery teams and stakeholders to ensure appropriate scheduling and understanding of upcoming rollouts, releases, upgrades, and critical processing periods to be considered as part of the wider IT Service Delivery planning process. 8. Provide expert level guidance and mentorship to less experienced Service Owners in all aspects of the Service Ownership process. 9. Participate in the creation and maintenance of the ITSM Service “Community of Practice” processes, templates, and procedures; Represent the service across the organization; identify and mitigate business and security risks associated with the service. 10. Responsible for negotiating SLAs and OLAs for the service; participate in service review meetings. 11. Proactively manage risks and issues through communication and working with Product Management teams on problems and rollouts. 12. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered) Education • Bachelor’s degree in any field with courses in Business, Computer Science, Information Systems, or related field is required • Bachelor’s degree in Business, Computer Science, or Information Systems is preferred Experience • Minimum 7 years’ experience in a technology environment is required.• Minimum 4 years’ experience in IT Service Management, Project Management, or Business Leadership is required. Licenses/Certifications • ITIL or HDI certification is preferred. Tools & Equipment • General Office Equipment ACCOMMODATIONS Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

• CMDB Design & Strategic Management: Develop a scalable CMDB aligned with the CSDM framework; • Define governance policies and CI structures that support business objectives; • Implement data governance to ensure integrity, quality and compliance; • Create strategic roadmaps for the evolution of a service-aware configuration database. • Discovery & Automation: Configure ServiceNow Discovery for automated CI population; • Manage MID Server deployments and associated security protocols; • Develop custom Discovery patterns using NDL; • Integrate with cloud platforms (AWS, Azure, GCP) via APIs. • ITOM Platform Administration: Configure ITOM applications (Event Management, Orchestration, Service Mapping); • Implement monitoring policies and automated remediation workflows; • Design event correlation rules and alert suppression logic; • Maintain ITOM dashboards and reporting capabilities. • Data Quality Management & Integration: Oversee IRE rule management and integrations with authoritative sources; • Conduct data quality audits and CI cleanup activities; • Monitor CMDB health scores and Discovery completeness; • Implement validation procedures and transformation rules. • Service Mapping Implementation: Execute end-to-end service mapping for applications; • Configure data collection and Business Service planning; • Validate mapping accuracy and resolve errors; • Deliver comprehensive service mapping documentation. • Key Competencies: Root cause analysis for complex infrastructure issues; • Performance optimization and capacity planning; • Coordination of cross-functional projects; • Delivery of training and change management support; • Implementation of ITOM governance framework.

• Work as an application administrator to support users with technical queries. • Responsible for implementing, testing, and maintaining ServiceNow components. • Support and maintain core modules: Change Management, Incident & Problem, Major Incidents. • Use excellent communication skills to build relationships with users and understand their business needs. • Follow team processes and suggest improvements to routine tasks. • Participate in project calls as a technical expert to help guide decisions. • Take ownership of tasks; gather data and diagnose complex bugs independently. • Help train team members, share knowledge, and participate in team problem-solving sessions. • Take the initiative to learn about new ServiceNow features and pass required certification exams.

Role Description Centurion Consulting is looking for a REMOTE ServiceNow Business Analyst for one of our federal clients. - Working in the ServiceNow platform, in at least one of the following modules: HRSD, ITSM, WSD, or GRC. - Strong communication skills with both technical and non-technical audiences. - Eliciting, analyzing, and documenting business and functional requirements for ServiceNow. - Experience facilitating discovery workshops, stakeholder interviews, and product backlog grooming. - Facilitating requirements gathering sessions to create user stories. - Experience creating functional specifications, wireframes, process maps, and supporting UAT. - Ability to translate business requirements into ServiceNow configuration and development needs. - Working in a Waterfall and/or Agile/Scrum environment and support project delivery. - Developing training materials and providing training. Qualifications - At least 1 year of experience as a business analyst for ServiceNow. - Certified System Administrator (CSA). Requirements - Roadmaps, R&D findings, Epic and Sprint planning, backlog grooming, user stories, OCM documentation creation, go-live activity checklist. Education - 4 yr BS/BA.