• Engage business stakeholders to identify, document, and prioritize functional and non-functional requirements for ServiceNow implementations. • Translate business needs into clear, actionable user stories and acceptance criteria. • Conduct workshops, interviews, and process mapping sessions to capture as-is and to-be workflows. • Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation. • Validate design proposals and ensure alignment with ServiceNow best practices and platform capabilities. • Support data model, integration, and UI/UX design discussions. • Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework. • Define and execute test cases; coordinate user acceptance testing and issue resolution. • Configure solutions within the ServiceNow SPM suite, including Demand Management, Project Portfolio Management, Resource Management, and Agile Development. • Ensure delivered solutions meet defined requirements and quality standards. • Contribute to process documentation, training materials, and continuous improvement initiatives. • Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments. • Serve as the liaison between business units, IT, and the ServiceNow delivery team. • Provide project updates, status reports, and documentation for decision-making and governance. • Conduct training sessions and create user guides as needed.

• Responsible for the end-to-end management and strategic advancement of the ServiceNow-based Application Store. • Catalog governance and user experience. • Partnering with the Platform team on technical enhancements. • Ensuring alignment with CSD 2.0, CMDB, and Software Asset Management best practices. • Ensures catalog items are accurate, automated, compliant, and deliver exceptional colleague experience. • User-facing App Store experience including interface design and catalog usability. • Catalog completeness and stakeholder engagement.

• Serve as primary administrator for SAM Pro and related CMDB components within ServiceNow. • Manage normalization, reconciliation, and entitlement automation using ServiceNow’s Software Recognition Library (SRL). • Oversee SAM Pro upgrades, patch management, and release testing, ensuring compliance with Amgen’s ESM release schedule. • Monitor and maintain Mid-Server health and integrations supporting SAM and discovery tools. • Partner with Enterprise Service Management (ESM) and Platform Engineering teams to validate post-release functionality. • Lead the technical roadmap for SAM Pro in alignment with Amgen’s Enterprise Technology Rationalization (ETR) and Architecture strategies. • Collaborate with SAM Process Owner and Product Manager to translate business requirements into platform configurations and automated workflows. • Evaluate new ServiceNow SAM capabilities, perform proof-of-concepts, and document change impact analyses. • Build, validate, and optimize integrations between ServiceNow and SCCM, Tanium, Nexthink, and Flexera. • Develop dashboards and reporting for data completeness, reconciliation results, and compliance status. • Partner with Data Management to resolve anomalies and maintain trusted software asset data models. • Support analytics and executive reporting requests from Finance, GSS, and Technology leadership. • Uphold Amgen’s internal controls, SOPs, and software lifecycle governance standards. • Conduct peer reviews and KT sessions for technical and operational teams. • Ensure documentation accuracy for all platform configurations, integrations, and automated processes.

• 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