• Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness. • Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible. • Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact). • Provide operational support including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope). • Partner with client stakeholders and technical teams to drive “heavy lifting” for mapping/CMDB improvements and day-to-day administration. • Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity. • Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.

• Lead end-to-end development of scoped ServiceNow applications, from design through deployment and testing. • Design and implement secure system architectures and data models to support scalable application delivery. • Develop and maintain automated test suites to ensure quality, reliability, and regression coverage. • Integrate ServiceNow with external systems using REST-based APIs and data transformation pipelines. • Build custom user interfaces where out-of-the-box capabilities fall short, ensuring performant and intuitive UX. • Analyze, debug, and optimize ServiceNow performance while enforcing platform security standards. • Collaborate with cross-functional teams to align technical delivery with product and reporting goals. • Attend regular internal practice community meetings. • Collaborate with your itD practice team on industry thought leadership. • Complete client case studies and learning material (blogs, media material).

• The Senior ServiceNow Developer is responsible for design, development, and unit testing of ServiceNow Catalog Items automation and integration solutions. • The candidate will engage with Business Analyst and SME to perform detailed requirement analysis. • The candidate will provide production implementation and post-production support for ServiceNow modules and features such as Catalog Items and other aspects of ServiceNow. • Design, architecture, maintenance, and enhancement of Catalog items. • Create and maintain the current state of the ServiceNow platform architecture documentation. • Communicate and collaborate with non-technical stakeholders to gather requirements, analyze the impact of new requirements, and configure the new requirements on the ServiceNow platform as per ITIL best practices. • Develop technical design documents. • Create well-structured test plans and coordinate testing activities, identify, document, and track software defects. • Perform and facilitate regression testing of resolved defects. • Translate technical complexities to non-complex and simple terms for project stakeholders and make sure they understand the effects of the design decisions on the areas of ServiceNow Platform. • Support ServiceNow upgrades planning and execution. • Manage and actively contribute to development efforts pertaining to modules of the ServiceNow platform using JavaScript, including support for newly developed modules or major releases. • Participate in the configuration and customizations, as needed, based on customer needs. • Participate in and contribute to an agile-based work intake and output delivery process that will support service provision and delivery in an iterative manner.

• Formulates and defines system scope and objectives. • Responsible for program design, coding, testing, debugging and documentation. • Technical knowledge and responsibility of all phases of applications systems analysis and programming. • Understands the business or function for which application is designed. • Continually learn about new technologies, generate new ideas and improve the use of modern technologies across our application portfolio. • Configuring and activating Application Portfolio Management (APM) • Developing Configuration Item relationships for Business Capabilities, Information Objects, Business Applications, and Application Services • Integrating APM with other ServiceNow modules including ITSM and SAM • Utilize strong technical competencies and expertise to identify, analyze and troubleshoot any production issues and maintain procedures that meet business user expectations. • Work closely with cross-functional teams & development teams to understand and provide automated solutions/fixes. • Contribute to the continual improvement of Delivery and Support Services processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of the user and stakeholder needs and requirements. • Participate in SCRUM events and complete assigned items within the determined Sprint target.