• Facilitate executive level workshops, translating business requirements into prioritized outcomes • Provide input to the Global Engineering Capability Leader on strategic decisions, budgets, hiring, and process changes • Conduct workshops and lead multiple implementations from a customer strategy standpoint • Lead customers in process definition and mapping • Define customer needs, determine strategies, develop plans/proposals, and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness • Collaborate with Solution and/or Technical Architects to develop the overall project implementation plan • Collaborate with other Delivery teams on Special projects or Assignments (such as the Centers of Innovation and Industrialization). • Facilitate sessions on requirements definition, product architecture and workflow, develop mapping between current modes of operations and future modes of operation • Develop strategic plans for measurable implementation approach • Develop supporting tactical plans for strategic scope • Develop and present SOWs with supporting task breakdowns with the Program Managers and Account Managers • Develop and maintain delivery standards for ServiceNow solutions and the enabling technology from vendor partners • Develop and nurture relationships with technology vendors and services partners • Maintain an updated holistic view of changing architecture for solution environments, updated with each release of capability • Define customer needs, determine strategies, develop plans/proposals and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness • Collaborate with Solution and/or Technical Architects to develop the overall project implementation plan • Collaborate with other Delivery teams on Special projects or Assignments (such as the Centers of Innovation and Industrialization). • Oversee the development of Business Process Architects. Manage career progression including hiring, performance reviews, mentoring, and coaching • Mentor customer and partner technical resources during implementation projects. As needed, conduct informal, ad-hoc training sessions. • Support the Company's vision and promote the Company's core operating values

• Serve as the lead ServiceNow Architect, providing technical leadership and expertise in designing, implementing, and optimizing ServiceNow solutions. • Architect and deliver scalable, high-performing ServiceNow solutions tailored to meet client requirements, with a focus on Human Resources (HR) workflows. • Collaborate with stakeholders to gather and analyze business requirements, translating them into technical designs and implementation plans. • Lead the development and deployment of ServiceNow modules, ensuring alignment with best practices and organizational goals. • Provide guidance and mentorship to development teams, ensuring adherence to architectural standards and quality assurance processes. • Oversee the integration of ServiceNow with other enterprise systems, ensuring seamless data flow and interoperability. • Develop and maintain technical documentation, including architecture diagrams, design specifications, and implementation guides. • Stay current with ServiceNow platform updates, new features, and industry trends to drive innovation and continuous improvement. • Support pre-sales activities by providing technical expertise, solution demonstrations, and effort estimations.

• Serve as the Lead Business Analyst, driving IT and business analysis efforts to support NIH/HHS initiatives and objectives. • Conduct detailed process analysis to identify inefficiencies, gaps, and opportunities for improvement across IT systems and workflows. • Collaborate with stakeholders across NIH/HHS to gather requirements, define business needs, and translate them into actionable technical solutions. • Lead efforts in instance consolidation, ensuring seamless integration and optimization of IT systems and platforms. • Develop and maintain comprehensive documentation, including business requirements, process workflows, and system specifications. • Facilitate stakeholder engagement sessions, workshops, and meetings to ensure alignment and buy-in for proposed solutions. • Provide expertise in ITIL 4.0 best practices to enhance service delivery and operational efficiency. • Support project teams in the implementation of IT solutions, ensuring alignment with business goals and compliance with NIH/HHS standards. • Monitor and report on project progress, risks, and outcomes to stakeholders and leadership. • Stay current with NIH/HHS policies, regulations, and industry trends to ensure solutions remain compliant and innovative.

• Serve as the Strategic Platform Advisor, providing expert guidance on ServiceNow governance and service management strategies to support NIH/CIT and NIH ICOs. • Act as a trusted advisor to NIH leadership, offering insights and recommendations for optimizing the ServiceNow ecosystem and aligning it with organizational goals. • Lead efforts in multi-instance environments, including strategic consolidation of instances to enhance efficiency and reduce complexity. • Develop and implement governance frameworks for ServiceNow, ensuring compliance with NIH policies and industry best practices. • Collaborate with stakeholders across NIH/CIT and ICOs to identify requirements, define priorities, and deliver solutions that drive mission success. • Provide expertise in ITIL 4 Managing Professional and Strategic Leader practices to enhance service delivery and operational excellence. • Monitor and report on platform performance, identifying opportunities for improvement and driving continuous innovation. • Support strategic planning initiatives, aligning ServiceNow capabilities with NIH’s long-term objectives and priorities. • Develop and maintain documentation related to governance frameworks, instance consolidation strategies, and platform roadmaps. • Stay current with ServiceNow platform updates, new features, and industry trends to ensure NIH remains at the forefront of technology innovation.