• Build and maintain business and application services aligned to CSDM standards • Execute Service Mapping (top-down and pattern-based), including pattern tuning and troubleshooting • Configure and enhance Event Management , including: Event rules and correlation, Alert enrichment and routing, Incident creation policies • Continuously improve event quality and noise reduction through tuning and optimization • Ensure accurate CI relationships, bindings, and CMDB data integrity • Develop and maintain automation workflows related to incidents, events, and operational processes • Support integration and data flow from observability tools (e.g., Dynatrace, Splunk, etc.) • Create and maintain technical documentation, runbooks, and SOPs • Collaborate with architects and stakeholders to execute against a prioritized backlog and roadmap

• Define and implement CSDM-aligned service modeling standards, including ownership and SLA structures • Lead creation of 15–20 business and application services within the CMDB • Architect and enable event ingestion from observability tools (e.g., Dynatrace or similar) • Design and tune event rules, correlation logic, and incident response policies • Oversee Service Mapping for 8–12 priority services across web, application, and database tiers • Ensure accurate CI relationships, binding, and data integrity within the CMDB • Develop runbooks, SOPs, and operator enablement materials • Deliver dashboards and initial KPI reporting (event quality, service coverage, etc.) • Produce a documented backlog and roadmap for post-implementation expansion

• 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