• Lead the successful initiation, planning, design, execution, monitoring, and closure of ServiceNow projects • Manage the full project lifecycle and ensure delivery of high-quality ServiceNow solutions • Assemble and lead cross-functional project teams • Maintain strong communication across clients, stakeholders, vendors, and subcontractors • Operate effectively within federal contracting environments including contract management and financial oversight

• Provide technical oversight and support across all areas of the RTX ServiceNow platform • Ensure solutions are built in accordance with best practices while ensuring adherence to RTX Governance, compliance and organizational standards • Provide resolution and guidance on complex technical issues while serving as the U.S.-based Senior ServiceNow Technical Lead • Provide guidance in alignment to best practices and standards on integrations between ServiceNow and other enterprise systems (e.g. Workday, Salesforce) • Collaborate with ServiceNow Product Managers, Business Analysts and Architects to review requirements and provide and implement design recommendations • Support and upgrades, patches and health checks to ensure overall sustainability of the ServiceNow platform • Stay current on ServiceNow platform updates, new features and industry trends • Proactively propose enhancements and other platform improvements to drive continuous improvement of the ServiceNow platform.

• Provide day-to-day leadership of ServiceNow platform operations • Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), HR Service Delivery (HRSD), Knowledge Management • Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines. • Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met. • Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes. • Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement. • Serve as an escalation point of contact • Monitor and communicate potential Severity 1 incidents to leadership. • Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved. • Lead a team of ServiceNow Analysts and Developers • Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance. • Remove impediments • Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG). • Participate in hiring, onboarding, performance evaluations, and corrective action processes. • Maintain a skills matrix and oversee career ladder progression for team members. • Conduct bi-monthly one-on-ones to support development goals and professional growth. • Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency. • Identify skill gaps and coordinate targeted training and certifications. • Enforce ITIL best practices, governance standards, and enterprise policies. • Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries. • Champion a customer-first service mindset, ensuring high-quality support and operational excellence. • Promote organizational mission, values, and ethical standards across all team interactions.

Resumen En Devsu estamos en búsqueda de un Senior ServiceNow Specialist para liderar el diseño, implementación y optimización de soluciones dentro del ecosistema ServiceNow. Este rol será responsable de construir integraciones, configurar Event Management y Major Incident Management, y desarrollar automatizaciones que permitan mejorar la gestión de incidentes y la observabilidad de los servicios. El profesional trabajará de forma cercana con equipos de operaciones, arquitectura y producto para diseñar soluciones escalables que conecten herramientas de monitoreo con ServiceNow, asegurando una correcta correlación de eventos, automatización de incidentes y visibilidad del estado de los servicios. Responsabilidades - Diseñar y liderar la arquitectura de integración entre ServiceNow y herramientas de monitoreo mediante REST APIs, webhooks, MID Server o IntegrationHub. - Implementar y configurar ServiceNow Event Management y Major Incident Management para la gestión eficiente de alertas e incidentes críticos. - Configurar reglas de eventos, correlación, deduplicación y agrupación de alertas basadas en topología o servicios. - Automatizar la conversión de eventos y alertas en incidentes, incluyendo priorización y asignación automática. - Diseñar y desarrollar automatizaciones utilizando Business Rules, Script Includes, Flow Designer y Playbooks. - Integrar herramientas de observabilidad como Dynatrace, Grafana o Zabbix para centralizar la gestión de eventos. - Garantizar la correcta relación entre eventos, alertas, incidentes y CI/Servicios dentro de la CMDB siguiendo el modelo CSDM. - Diseñar dashboards y métricas operativas que permitan medir la salud de las integraciones y el estado de los servicios. - Liderar pruebas end-to-end de integraciones y coordinar despliegues entre ambientes. - Definir estándares de calidad, seguridad y manejo de errores en las integraciones. - Elaborar documentación técnica, runbooks y guías de operación para los equipos de soporte. - Colaborar con equipos técnicos y de operaciones para mejorar continuamente los procesos de gestión de incidentes.