• Proactively engage with business stakeholders, end-users, and technical teams to elicit, clarify, and thoroughly document complex business requirements • Conduct in-depth analysis of current state processes, identifying pain points and opportunities for improvement • Perform gap analysis between current and desired future states, proposing practical and innovative solutions • Serve as an expert for customer hardware and software business requirements • Translate high-level business requirements into well-defined, actionable Epics, Features, and User Stories • Collaborate closely with Product Owners, Scrum Masters, and Development Teams to refine and prioritize the product backlog • Facilitate Agile ceremonies such as sprint planning, backlog grooming, and sprint reviews • Champion Agile best practices within the IT organization and broader business units • Develop a deep understanding of the lifecycle of government hardware assets and software licenses • Analyze requirements related to system integrations, performance, security, and scalability for both hardware and software applications • Work with architects and engineers to ensure proposed solutions are technically feasible and align with enterprise architecture standards • Leverage experience with the ServiceNow platform to analyze, design, and document solutions • Identify opportunities to enhance ServiceNow workflows, forms, reports, and integrations • Act as a subject matter expert for ServiceNow capabilities • Build strong, collaborative relationships with stakeholders at all levels • Communicate complex technical concepts clearly and concisely to non-technical audiences • Facilitate workshops, presentations, and training sessions as needed • Support User Acceptance Testing (UAT) by developing test cases, coordinating testing efforts, and validating solutions against business requirements

• Concevoir des solutions techniques répondant aux besoins métiers. • Paramétrer et développer des scripts sur la plateforme ServiceNow en conformité avec les user stories du backlog. • Rédiger la documentation technique selon les standards de l’équipe. • Réaliser les tests d'intégration des user stories. • Traiter les incidents ServiceNow transmis par les administrateurs fonctionnels (assistance de niveau 2). • Préparer et assurer les différentes étapes de mise en production.

• Lead and coordinate planning, execution, and delivery of ServiceNow ITSM projects and platform operations. • Oversee multiple scrum teams (Scrum Masters, BAs, developers, admins) to ensure cohesive and timely delivery of features, updates, and operational improvements. • Serve as the primary technical point of contact for the ITSM module (Incident, Problem, Change, Knowledge, Request Management) and other ServiceNow Platform services. • Manage and prioritize the backlog, scope changes, risks, and dependencies across interconnected workstreams. • Collaborate with platform administrators on ongoing operations including incident triage, change management coordination, performance monitoring, and SLA/OLA tracking. • Oversee platform lifecycle activities, including release coordination, upgrades, and operational readiness to ensure platform stability and alignment with organizational priorities. • Facilitate performance reporting, metrics tracking, and dashboards to provide visibility into ITSM effectiveness and platform health. • Establish and drive platform governance, best practices, standards, and operational metrics to support consistent delivery and continuous improvement. • Facilitate Agile ceremonies, release planning, sprint reviews, and retrospectives with distributed teams. • Communicate status, escalations, risks, and performance to stakeholders and leadership, including recommendations for mitigation and refinement strategies. • Ensure alignment with ITIL v3/v4 principles and VA standards for service delivery and platform stability. • Mentor and support team members to strengthen technical and operational capabilities within the ServiceNow ecosystem.

• Design, develop, and deploy ServiceNow CSM features (Now Assist, case management, account/contact models, workspaces, playbooks, advanced work assignment, platform analytics, support portal and more) • Configure and customize core CSM components and extend ServiceNow functionalities using client/server-side scripting, UI policies, business rules, and Flow Designer. • Collaborate with on-shore architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time. • Participate in daily stand-ups and sprint ceremonies during CST time zone. • Contribute to the ServiceNow platform roadmap and strategy • Provide tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data • Build and maintain integrations with third-party tools using REST/SOAP APIs and IntegrationHub spokes. • Design, develop, and deploy ServiceNow features like Now Assist for CSM/ITSM, Service Portal, AI Search, Virtual Agent, Workspaces, Playbooks, Advanced Work Assignment, Workforce Optimization, Platform Analytics, and more. • Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time. • Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues • Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability • Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request • Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments • Ensure application meets SailPoint security standards and best practices • Investigate and advise on new features released by ServiceNow and what impact they could have on current processes • Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks • Create custom user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary