• Serve as liaison between business and technical aspects of projects. • Define project scope and objectives and communication plans. • Plan project stages and assess business implication for each stage. • Monitor progress to ensure deadlines, standards, and cost targets are met. • Assign resources, timelines, and schedule for assigned projects. • Facilitate crew and customer meetings. • Mitigate risks and dependencies. • Manage solutions using Agile and iterative project methodologies and various project management tools. • Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing. • Monitor or track project milestones and deliverables and confer with project personnel to identify and resolve problems. • Develop and manage work breakdown structure (WBS) of information technology projects. • Submit project deliverables, ensuring adherence to quality standards. • Prepare project status reports by collecting, analyzing, and summarizing information and trends. • Ensure quality control standards.

• Lead presales engagements: impactful demos, workshops, and tailored solution presentations for global clients. • Architect scalable ServiceNow solutions across ITSM, ITOM, IRM, HRSD, CSM, FSM, Gen AI/Agentic AI, App Engine, and industry-specific modules. • Own proposals and RFP/RFI responses: technical documentation, solution design, effort estimation, pricing models. • Collaborate with onshore leads, sales, delivery, and technical teams to create winning proposals and client roadmaps. • Act as a trusted advisor, ensuring best practices and platform alignment; support seamless handover from presales to delivery. • Provide technical guidance throughout the sales cycle, identifying cross-sell and upsell opportunities. • Curate and maintain solution collateral: presentations, case studies, technical documentation. • Stay ahead of industry trends, competitor offerings, and emerging technologies—especially in AI, CRM, and enterprise service management. • Mentor and build offshore teams, fostering innovation and excellence.

• Lead the optimization, implementation, and compliance alignment of SAM modules in ServiceNow SAM Pro Plus • Guide the implementation, configuration, and maintenance of SAM • Act as the bridge between IT Asset Management (ITAM) processes and the technical capabilities of the ServiceNow platform • Advise the team on SAM Pro Plus best practices, leveraging AI-driven insights for compliance and optimization • Provide expertise in publisher-specific licensing agreements • Oversee successful SAM platform integration into ITOM, HAM, and procurement systems • Design workflows for reconciliation, entitlement tracking, and compliance reporting using SAM Pro capabilities • Contribute to continuous improvement by supporting more robust CMDB data integration, automation workflows, and reconciliation • Create, manage, and deliver reports on license usage, compliance, and cost savings to stakeholders.

• Be a chief technical designer for ServiceNow architecture and solutions, responsible for overall code quality, maintainability, and platform understanding. • Establish and enforce engineering standards (patterns, reusable components, security guardrails, logging/telemetry expectations, review practices). • Provide design and architecture leadership across evolving products, integrations, and core platform capabilities, ensuring solutions scale and remain upgradable. • Lead platform modernization programs end-to-end, including deprecation replacements and removal of legacy patterns/customizations. • Document, manage, and govern customizations across the platform; customization risk, tradeoffs, and supportability impacts; and support steering partners in making informed decisions. • Carry this forward into roadmap advisory, upgrade planning, and ongoing platform health work. • Represent the business capabilities enabled by the platform and connect those capabilities to institutional goals, value, and strategy to guide prioritization and solution design. • Provide architectural controls to ensure the correct technical solutions are used when delivering business outcomes, including reviewing developer designs and approaches, recommending platform-aligned patterns, and enforcing guardrails that keep solutions secure, scalable, and upgradeable. • Proactively identify upcoming platform changes (deprecated APIs/features, new platform behaviors), assess impact, and create a sequenced remediation plan. • Own deprecations and migrations from inception to maintenance: introduce upcoming change to product owners, identify impacted groups, coordinate change management activities, update/run testing, ensure inclusion in upgrade preview, and validate post-release outcomes. • Operate a platform health program: monitor, report, and improve platform health, performance, usage, and compliance using platform tooling and analytics. • Ensure upgrades are predictable and low risk by maintaining remediation quality standards: regression strategy, upgrade preview readiness, automated test coverage, and mitigation planning. • Provide advanced troubleshooting, bug fixes, and root cause analysis; guide preventative automation to reduce recurrence and operational toil. • Evaluate and promote the value proposition of both adopted and latest ServiceNow products/capabilities, translating platform options into outcomes, tradeoffs, and investment recommendations. • Partner with ServiceNow and other vendor/implementation partners to plan and execute discovery efforts (workshops, requirements discovery, solution shaping, and proof-of-concept validation), ensuring outcomes are actionable and aligned to SNHU standards, roadmap, and operability expectations. • Document and maintain policies, procedures, and controls for operating the ServiceNow platform and its SDLC. • Design, prototype, implement, test, and deploy technical solutions (business rules, client/server scripting, UI policies/actions/pages, scheduled jobs, import/transform, ACLs, notifications, flows as appropriate). • Improve delivery reliability through repeatable automation, standardized release practices, and clear "definition of done" expectations (including testing and documentation). • Design and support integrations (SSO, CMDB/data sources, SaaS connectors) and integrate legacy systems with ServiceNow using MID Server, APIs, web services, email, chat, and other relevant technologies. • Support existing and custom applications within ServiceNow, including integration lifecycle ownership (monitoring, error handling, retry logic, and operational support). • Partner with process owners to translate our needs into solutions while reducing variation, eliminating waste, and promoting platform-patterns. • Mentor fellow technical resources and ecosystem partners; provide informal coaching and direction while raising overall engineering maturity. • Advise on vendor/consulting work (technical direction, quality gates, acceptance criteria, and operational readiness). • Be a senior escalation point for incident/ticket resolution and problem remediation and participate in on-call rotation as an escalation point. • Use AI-assisted tooling responsibly to accelerate analysis, documentation, and development while observing SNHU's evolving guidance and maintaining rigorous security, privacy, and human review standards.