• Configure and enhance the ServiceNow CMDB • Customize and maintain data models according to best practices • Implement Identification and Reconciliation rules • Support the implementation of Discovery solutions • Integrate external systems into the CMDB • Ensure data quality and governance • Perform technical analysis of existing structures and derive optimization measures • Work closely with architects, business analysts, and project managers

• Configuration and further development of the ServiceNow CMDB • Customization and maintenance of data models according to best practices • Implementation of Identification & Reconciliation Rules • Support in the implementation of Discovery solutions • Integration of external systems into the CMDB • Ensuring data quality and governance • Technical analysis of existing structures and definition of optimization measures • Close collaboration with architects, business analysts and project managers

• 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.