• 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.

• Install and configure ServiceNow integration functionality for both provider and consumer environments. • Set up vendor catalog items, mappings, and data transformations. • Configure remote tasks for bi-directional synchronization. • Apply and maintain the customer onboarding playbook, including associated workflows. • Validate User Acceptance Testing (UAT) scenarios and baseline functionality. • Support customer testers and provide instructions and workflow guidance. • Troubleshoot UAT issues and triage with internal teams as needed. • Ensure UAT environment readiness and confirm acceptance criteria. • Build and update test plans and test suites for ongoing development and deployments. • Support regression testing during upgrades. • Reduce manual test effort through automation coverage. • Act as a ServiceNow SME on deployed Technology Provider Service Management (TPSM), functionality to advise on expected solution behaviors and best practices. • Execute onboarding playbooks and associated workflows. • Guide customers through testing, including test scenario validation and workflow navigation.

• Serve as the primary support point of contact for newly onboarded ServiceNow customers, ensuring a smooth transition post-implementation. • Provide Tier 1–2 support for ServiceNow incidents, requests, and inquiries. • Troubleshoot customer-reported incidents, triage with internal ServiceNow and Sales teams, and provide timely, accurate updates through resolution. • Maintain documentation, internal and external support cases, recurring issues, and drive enhancement opportunities to improve support efficiency and customer outcomes. • Perform user administration, including roles, groups, access management, and onboarding/offboarding tasks. • Monitor system performance, troubleshoot errors, and escalate advanced issues when necessary.

• Engage with stakeholders to gather, document, and validate business requirements • Translate business needs into clear, structured user stories with acceptance criteria • Conduct process analysis and identify improvement opportunities • Facilitate workshops, discovery sessions, and backlog grooming sessions • Document functional requirements, process flows, and use cases • Analyze and define requirements across ServiceNow module • Understand platform capabilities and recommend standard OOB solutions where possible • Support UAT planning and execution • Assist in release documentation and change communications • Ensure alignment with platform governance and best practices established by iTech AG • Other duties as assigned