• Serve as the technical authority for the USPTO ServiceNow Service Management Platform (SMP). • Lead architectural design and technical decision-making for new implementations, enhancements, integrations, and complex configurations. • Ensure adherence to ServiceNow out-of-the-box principles, safe-scoped development, Flow Designer automation, and upgrade-compatible design patterns. • Provide architectural oversight for core ServiceNow modules, workflows, integrations, and data models, including CSDM alignment. • Conduct and participate in design reviews, peer code reviews, and architecture reviews. • Advise Product Owners and Program Manager on technical feasibility, risk, and architectural impacts. • Define and enforce platform governance standards, including role-based access control (RBAC) and configuration management. • Support ServiceNow integrations using approved frameworks and Government-approved standards. • Participate in weekly, monthly, and ad-hoc technical meetings with USPTO stakeholders. • Support incident response, root cause analysis, and long-term remediation efforts. • Review and contribute to technical documentation, architecture diagrams, and ATO artifacts.

• This role combines portfolio intelligence with hands-on strategic initiative leadership, enabling the I&A organization to both understand portfolio performance and accelerate the initiatives that matter most. • Partner with senior leadership to shape, prioritize, and operationalize high-impact strategic initiatives across the organization. • Establish and maintain portfolio governance structures to track initiative progress, manage risks, and ensure alignment with enterprise objectives. • Drive cross-functional coordination among business units to advance key programs and resolve execution barriers. • Facilitate strategic reviews and leadership discussions to evaluate progress, adjust priorities, and ensure effective resource allocation. • Support long-range planning by translating enterprise strategy into a structured portfolio of initiatives and investments. • Identify opportunities to improve portfolio management processes, frameworks, and decision-making structures. • Design and build comprehensive portfolio dashboards that provide real-time visibility into initiative health, resource utilization, delivery velocity, risk exposure, and business impact across the I&A landscape. • Develop analytics frameworks and measurement models that define how success is measured, tracked, and reported—including leading and lagging indicators, health scoring methodologies, and benefit realization tracking approaches. • Create executive-level insights and narratives by analyzing portfolio data to identify trends, patterns, anomalies, and strategic implications—translating metrics into meaningful business stories for leadership consumption. • Define and track portfolio KPIs in partnership with governance and strategy leads, ensuring metrics are aligned to business outcomes and consistently reported. • Design and maintain the portfolio reporting calendar, establishing regular cadences for performance reviews, trend analysis, and strategic planning cycles. • Conduct ad hoc analysis and scenario modeling to support strategic decisions, business case development, capacity planning, and investment prioritization discussions. • Partner with business intelligence and data engineering teams to leverage enterprise analytics platforms and build scalable reporting solutions. • Support executive presentations with data-driven content, compelling visualizations, and analytical narratives that inform leadership decision-making.

• Maintain and update campaign status trackers documenting the status of all live, launching, and ending paid media campaigns. • Organize and file campaign briefs, approved media plans, and agency trafficking documents to ensure the team has a clear, accessible record of what was planned and approved. • Maintain proof-of-posting archives — collecting screenshots and delivery confirmations from the agency to document that campaigns launched as planned. • Assist in organizing campaign assets, creative files, and tagging documentation. • Monitor key campaign milestones and flag upcoming deadlines or missing agency deliverables to the Associate Manager/ Sr Manager. • Serve as a supporting day-to-day point of contact for routine agency requests, information gathering, scheduling and document collection. • Collect weekly / monthly campaign performance data and reporting from the agency, to support campaign performance reviews. • Track agency deliverable timelines (media plans, reports, invoices) and send proactive reminders when deadlines are approaching. • Support trafficking setup by preparing spreadsheets, tracking IDs, and QA checklists. • Support the Manager and Ad Operations team in reviewing agency campaign setup documentation against approved briefs. • Contribute to the completion of Campaign Launch QA Checklists, verifying that targeting parameters, audience segments, creative tags, and landing page URLs align with the approved Activation Plan. • Flag any setup issues or inconsistencies to the Associate Manager/Sr Manager for agency follow-up and resolution. • Log invoices and update budget trackers as media spend is recorded, ensuring documentation stays current and accurate. • Maintain organized files of invoices and budget documentation to support monthly reconciliation and audit readiness. • Support budget pacing oversight by maintaining spend logs and surfacing overspend or underspend patterns to the Associate Manager/Manager. • Track the delivery of creative assets from internal teams to the agency, flagging delays that could impact campaign launch timelines. • Help coordinate timing and handoffs across internal stakeholders to keep campaigns launching on plan and on strategy.

• Define the overall content strategy and web page experience approach for ServiceNow.com, ensuring alignment with marketing campaigns, product positioning, brand messaging, and customer journey objectives. • Establish best practices for web content planning, audience targeting, page optimization, conversion tactics, personalization strategies, and A/B testing methodologies. • Work with Product Management teams who own the underlying CMS and design system platforms, providing business requirements for capabilities needed to support content goals. • Drive innovation in how ServiceNow.com engages audiences through content, messaging, layout, personalization, and interactive experiences. • Establish frameworks for measuring web page performance including engagement metrics, conversion rates, content effectiveness, and campaign impact. • Guide the team in designing and executing testing strategies (A/B tests, multivariate tests, personalization experiments) to continuously improve performance. • Review analytics and test results with the team to identify optimization opportunities and scale successful approaches across the site. • Champion a culture of experimentation, data-driven decision making, and continuous improvement. • Lead, mentor, and develop a team of Web Experience Managers with diverse areas of ownership. • Provide expert coaching on digital marketing best practices, web content strategy, testing methodologies, conversion optimization, audience segmentation, and customer journey mapping. • Conduct performance management, career development planning, and capability building for all team members. • Build team expertise in emerging areas such as AI-driven personalization, dynamic content, and advanced audience targeting. • Oversee the planning, prioritization, and delivery of web page initiatives, ensuring they support marketing campaigns, product launches, and business objectives. • Establish operational workflows and governance processes that enable efficient partnership between Web Experience Managers and cross-functional stakeholders. • Review and approve major web page launches, content strategies, testing plans, and personalization approaches to ensure quality, brand consistency, and marketing effectiveness. • Serve as the primary escalation point for web experience decisions, content trade-offs, and stakeholder alignment. • Build strong relationships with senior leaders across Product Management, Product Marketing, Integrated Marketing, Field Marketing, Brand, and Corporate Communications. • Communicate web content strategy, campaign performance, optimization insights, and recommendations to marketing leadership. • Represent the web experience function in marketing planning discussions, campaign kickoffs, and go-to-market reviews. • Advocate for customer needs and web best practices while balancing marketing objectives, brand requirements, and technical constraints.