• Lead the architectural design of complex ServiceNow solutions, ensuring scalability and performance • Design, develop, and maintain custom ServiceNow Service Portals, ensuring intuitive user interfaces and optimal user experience • Create and enhance custom widgets using AngularJS, JavaScript, HTML, and CSS to extend portal functionality and meet specific business requirements • Implement and configure portal pages, themes, and branding • Configure and design custom ServiceNow Workspaces to streamline workflows and improve efficiency • Customize workspace layouts, components, and data visualizations • Develop and implement solutions for digesting and processing incoming XML data feeds, transforming them into ServiceNow records • Design and develop robust mechanisms for generating outgoing XML data, ensuring data integrity and adherence to external system requirements • Utilize ServiceNow integration capabilities (e.g., REST/SOAP APIs, Scripted REST APIs, Integrations Hub) to facilitate XML-based data exchange • Serve as the technical advisor, overseeing all technical aspects of implementations, resolving technical issues, and defining best practices for configuration, scripting, and workflow automation • Collaborate with business and IT stakeholders to define requirements, develop migration roadmaps, and facilitate workshops • Maintain and manage the CMDB, guide the architecture for ITOM tools, and ensure adherence to ITIL, compliance, and security standards • Develop and maintain technical documentation, including process flows, design documents, and high-level architecture diagrams • Provide technical guidance to team members, lead code reviews, and troubleshoot production issues to ensure platform stability • Support business growth and proposal teams by writing proposal sections, providing guidance, and contributing to the creation of cost and effort estimates • Grow junior talent through mentoring, partnership, and technical reviews • Author, review, and lead the creation of white papers and contract artifacts • Work with end users, stakeholders, and management to define and create reports, dashboards, and data analysis products • Maintain current ServiceNow and industry certifications, while obtaining additional certifications and accreditations • Lead, author, and contribute to IT-related technical processes reviews, postmortems, and continual process improvement • Create estimations on effort required to produce ServiceNow functionality

• 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.