• 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

• Lead the stand up and ongoing administration of a new ServiceNow instance • Configure core system settings including users, roles, groups, access controls, and system properties • Establish environment strategy across development, test, and production • Configure LDAP integration for user provisioning • Implement SSO authentication using SAML or OAuth • Install and maintain MID Servers • Configure standard out of the box workflows and module settings • Configure and administer Hardware Asset Management lifecycle settings • Configure Software Asset Management normalization and compliance features • Deploy and administer ITOM Discovery and CMDB population • Maintain CMDB data integrity and governance controls • Ensure alignment with ServiceNow leading practices • Develop and execute structured testing plans for platform changes • Support regression testing prior to releases and upgrades • Partner with stakeholders to coordinate user acceptance testing • Validate integrations including LDAP SSO and Discovery • Document testing results and ensure audit readiness • Maintain instance health, performance, and security • Manage role based access controls • Support upgrades and patching activities • Create documentation, standards, and runbooks • Establish governance and change management processes • Partner with IT, Security, Procurement, and Operations stakeholders • Establish update set and release management processes