• Understand and document business requirements and user stories for ServiceNow implementations. • Define customer needs, determine strategies, develop plans/proposals and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness • Own business requirements and agreement of priorities with clients/end users • Conduct impact analysis on existing business process and function • Produce functional specifications, wireframes, and mock-ups for delivery teams • Partner with technical team to conduct demos and show & tells with client end users • Contribute to writing test scripts including acceptance criteria • Facilitate testing/UAT and obtain agreement on priorities with client / end users

Role Description Sigital is seeking an experienced ServiceNow Technical Lead Consultant to become a part of our fast-growing professional services business. This role will be responsible for acting as the team leader for Sigital's delivery teams. Primary Responsibilities: - Serves to design and oversee technical solutions that are leveraged for clients. - Project ownership - responsible for driving projects to successful completion. - Routinely create net new deliverables from scratch. - Designing solutions for customers they themselves will be implementing. - Routinely works independently as an individual contributor with minimal supervision. - Leads/Coordinate development team efforts, including: - Provide constructive feedback - Drive solutioning conversations - Conduct demos/show-backs to customer teams - Versatility with platform cross-function - Ensure development team is adhering to project scope/timeline Qualifications - Expertise with 3+ years in ServiceNow Partner consulting services and current position as a Technical Lead. - Working knowledge of integration functionality - Integration-Hub, Soap, REST, General API use. - Ability to go deep into the technical solutioning and delivery of key components that customers require as part of their implementation. - Ability to lead a development team, providing feedback during review cycles. Needs to be platform cross-functional. - Experience designing and implementing ServiceNow Employee Center and/or Agentic & Gen AI Solutions. - US citizenship - REQUIRED - Ability to independently gather and document requirements, design solutions, implement and support features. - Strong communication skills (communicate and describing features, functionality, process and delivery concepts to clients clearly and fluidly). - Bachelor's Degree, preferably in Information Technology/Computer Science/Engineering - Certified System Administrator & Certified Application Development (Required). - Certified Implementation Specialist - ITSM, CSM, FSM, HAM, SAM, Discovery (2+CIS certs Required) - Certified Implementation Specialist - Data Foundations (CMDB & CSDM) (Preferred) - Pro and/or Pro Plus Certifications (Preferred) Benefits - Remote FTE work - Healthcare benefits - 401K plan - Working for a great ServiceNow Premier Partner

About the role As a ServiceNow Architect, you know how to harness the latest technologies by developing low-code platforms and creating user-friendly solutions for your clients. We’re looking for a seasoned solution engineer like you to support the management of ServiceNow from vision to production-ready, solving our clients’ most complex challenges What you'll do As a ServiceNow Architect at Booz Allen, you’ll share your skills in programming languages and databases, using little to no code to identify new techniques and improve the digital environment. You’ll use the latest cloud tools as you guide your team and develop creative solutions. Using your technical knowledge, you’ll work cross-collaboratively to automate and accelerate cloud modernization and reduce system maintenance and development costs. You’ll be a trusted advisor to your clients as you translate their IT needs and future goals into a plan by crafting architectural patterns, design standards, and and implementing best practices. Qualifications - 5+ years of experience with ServiceNow development, including core ITSM tables, CSM, Glide, scripting, business rules, client scripts, custom apps, or development methods - Experience with web development, including XHTML, HTML, CSS3, SQL, XML, or Angular, and back-end technologies, including JavaScript, PHP, .NET, Java, or ColdFusion - Experience with ServiceNow configuration management database (CMDB) administration - Experience implementing scripted web services in ServiceNow, jQuery, or Prototype libraries, Java, and CMDB or asset integrations in ServiceNow - Experience coordinating and leading client workshops - Experience with scoped delegated development in a multi-vendor environment - Knowledge of SOAP and REST web services - Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements - Bachelor’s degree in CS, EE or engineering/technical and 5 years of experience or 8 years of experience in lieu of degree (LCAT: Systems Engineer, Senior) Additional Nice to Have Capabilities:  - Experience with ServiceNow Enterprise Agile Planning (EAP) in Strategic Planning Module - Experience supporting VA Enterprise Efforts - Experience with Object Oriented Programming, SQL, and NoSQL databases - Experience with application design concepts and tools, including using UML, ERD, and Flow Diagrams - Experience introducing open-source solutions into ServiceNow via Script Includes or as JS or CSS Includes - Experience implementing ServiceNow inside a DevOps pipeline - Experience with Agile Scrum development methods - Knowledge of SAML, Active Directory, or LDAP Integrations - Ability to work with stakeholders to define requirements - CIS-CSM Certification - Salary Range-$110k-$130k

• Configure and implement ServiceNow CSM modules including Case Management, Customer Service Portal, Knowledge Management, and Service Catalog integration. • Design and optimize case lifecycle workflows, SLAs, assignment rules, escalation models, and entitlement configurations. • Configure Agent Workspace for CSM to improve agent productivity and user experience. • Implement and maintain domain separation (if applicable) across business units or entities. • Perform platform administration tasks including user management, role-based access control (RBAC), groups, and security policies. • Manage incident, problem, and change processes related to CSM operations. • Maintain data integrity across CSM tables, customer accounts, contacts, and service offerings. • Support release management activities including testing, deployment validation, and post-release stabilization. • Support integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD) where required. • Configure inbound/outbound email actions, REST/SOAP integrations, and third-party connectors. • Enable workflow automation using Flow Designer and Business Rules to streamline customer case resolution. • Develop dashboards and performance analytics reports for case trends, SLA compliance, and agent performance. • Monitor operational KPIs and recommend improvements to enhance service quality and customer satisfaction. • Identify optimization opportunities across customer journeys and service delivery models. • Support enhancements, upgrades, and new feature rollouts within the CSM module. • Act as a functional SME for CSM processes and provide guidance to stakeholders.