• Design, develop, and customize ServiceNow applications including modules, workflows, business rules, UI policies, client/server-side scripts, and ACLs. • Leverage ServiceNow Flow Designer and Workflow Editor, along with scripting tools, to automate TPSM and other enterprise processes critical to billing and financial operations. • Implement and enforce role-based access controls (RBAC) and maintain secure data boundaries, especially in domain-separated or multi-tenant environments. • Monitor and optimize ServiceNow platform performance, ensuring scalability and efficient operation across development, testing, and production environments. • Collaborate closely with business stakeholders, functional teams, and IT leadership to gather technical requirements, translate them into system configurations or scripts, and deliver end-to-end solutions. • Create and maintain technical documentation for integrations, workflows, and configurations; provide training and Tier 2/3 support to administrators and power users as needed. • Support Multi-Tenancy & Domain Separation project and solution once live in system.

• Work with Solution and Platform Architects, Area Delivery Directors to define Deal solutions • Engage as Subject Matter Expert to advise clients • Provide input on strategic priorities, headcount planning, and talent development • Mentor and inspire teams to deliver innovative solutions • Partner with Strategy and Marketing to create content and ensure high-quality submissions to public events

• Help build and enhance ServiceNow solutions • Collaborate with experienced developers, architects, and platform owners • Solve problems through clean configuration and scripting • Identify risks, dependencies and propose mitigation strategies

• Act as a trusted liaison between business stakeholders and technical teams throughout the ServiceNow lifecycle • Lead requirements gathering, analysis, and documentation, translating business needs into actionable ServiceNow solutions • Facilitate discovery sessions, workshops, and gap analyses, producing high-quality deliverables (process flows, user stories, acceptance criteria, etc.) • Support and enhance CMDB and Application Portfolio Management (APM) processes, including data governance and configuration management best practices • Assist with Event Management planning, backlog preparation, and operational readiness as demand scales • Communicate clearly with leadership, including reporting on coverage, skills, regions, and language alignment • Contribute to continuous improvement initiatives and operational excellence across the ServiceNow program