• Collaborate with business stakeholders to understand their needs • Document detailed business requirements for ServiceNow solutions • Participate in sprint planning, retrospectives, and daily stand-ups

• Design, develop, and maintain solutions on the ServiceNow platform • Develop and customize functionality using JavaScript, Glide scripting, Script Includes, and Scheduled Jobs • Design and implement backend APIs, data structures, and integrations • Troubleshoot issues across ServiceNow content pipelines • Collaborate with cross-functional and distributed teams in Agile/Scrum environments • Support platform enhancements related to AI experiences or ITX/Technology workflows

• Successfully manage customer expectations and ensuring tasks are estimated accurately and performed on-time and on-budget with high-levels of customer satisfaction and quality • Support the delivery Engagement Manager and client Project Manager • Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs • Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs • Apply best practices for managing work under the task order • Manage activities and resources to a project plan utilizing the appropriate tools (e.g., ServiceNow Project Portfolio Management (PPM) suite, SharePoint, Microsoft Project and potentially other agile tools (e.g., Jira)) • Understand and manage the Critical Path for successful project delivery and support tasks • Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to: cost, scope, schedule, and quality • Communicate clearly, effectively, on time, and to the correct audience • Manage risks and issues; be proactive and communicate effectively • Estimate the level of effort of BPC efforts for out of scope work • Identify and manage to change request process • Ensure work is performed compliant with client and contractual policies and processes • Draft, coordinate Weekly Status Report submissions • Support ad hoc oral and written data calls • Attend various program meetings with the project team members as needed

• Serve as a subject matter expert for ServiceNow CMDB and ITOM, ensuring data integrity, accuracy, and effective utilization. • Design, enhance, and manage business continuity and operational processes within the ServiceNow platform. • Analyze existing processes and procedures to identify opportunities for optimization, efficiency, and alignment with operational objectives. • Facilitate education sessions, workshops, and discussions with stakeholders to improve understanding of ServiceNow capabilities and process interdependencies. • Collaborate with cross-functional teams to ensure seamless integration and alignment of IT services across the organization. • Evaluate how interconnected ServiceNow components function together and recommend innovative improvements to maximize value. • Act as a strategic advisor rather than a traditional implementation lead, focusing on process refinement and evolution rather than net-new deployments. • Document process flows, recommendations, and best practices to support long-term scalability and consistency.