• Design, develop, and implement scalable solutions across the ServiceNow platform • Work closely with cross-functional stakeholders to translate business requirements into robust technical solutions • Enhance operational efficiency and service delivery • Application Development & Configuration Design and develop custom applications and modules on the ServiceNow platform • Configure forms, lists, business rules, client scripts, UI policies, and data transformations • Build scalable workflows, automations, and reusable components • Extend out-of-the-box ServiceNow applications to meet business needs • Develop and maintain scripts using JavaScript and Glide APIs • Design and implement integrations using REST/SOAP APIs and middleware • Enable seamless data exchange between ServiceNow and enterprise systems • Create comprehensive technical documentation and user guides • Partner with business analysts, architects, and project managers

• Test Planning & Strategy: Define test strategies, test plans, and test cases based on business and technical requirements. Identify test scenarios for complex workflows across multiple ServiceNow modules. Ensure coverage across functional, regression, integration, and UAT cycles. • Functional & End-to-End Testing: Validate configurations such as forms, workflows, business rules, client scripts, and UI policies. Perform end-to-end testing across: ITSM (Incident, Change, Problem, Request), CSM / RSM (case management, customer workflows), FSM (dispatch, scheduling, mobile workflows), S2P (procurement lifecycle, supplier workflows). • Automation Testing: Develop and maintain automated test scripts. Identify opportunities to increase automation coverage and reduce manual effort. Integrate automated tests into CI/CD pipelines where applicable. • Integration & Data Validation: Test integrations between ServiceNow and external systems (REST/SOAP APIs, middleware). Validate data transformations, migration accuracy, and data integrity. Perform API testing using tools like Postman or similar. • Defect Management: Identify, log, track, and prioritize defects using standard tools. Work closely with development teams to reproduce and resolve issues. Conduct root cause analysis and ensure closure with quality validation. • Collaboration & Stakeholder Engagement: Partner with developers, architects, and business teams to clarify requirements. Support UAT cycles and business validation. Provide QA sign-off and quality metrics reporting. • Quality Assurance Best Practices: Ensure adherence to QA standards, processes, and governance. Continuously improve testing frameworks, methodologies, and coverage. Advocate for quality across the software development lifecycle.

• Direct AI agents to build ServiceNow solutions. • Use Claude Code and internal AI tooling as your primary development interface. • Write precise, token-efficient prompts. • Validate and govern AI output. • Build and refine prompt libraries. • Contribute to AI Foundry tooling. • Support team enablement. • Stay current on AI tooling.

• Lead process discovery, analysis, and optimization sessions with customer sponsors, process owners, and key stakeholders. • Facilitate workshops to assess current-state processes, identify pain points, and define desired future-state outcomes. • Translate business needs into clear process definitions, user stories, acceptance criteria, and implementation-ready requirements. • Advise Product Owners throughout the engagement on story refinement, prioritization, process alignment, and roadmap sequencing. • Collaborate with solution architects, developers, and technical consultants to ensure process design aligns with ServiceNow best practices and platform capabilities. • Identify opportunities for automation, process improvement, standardization, and operational efficiency. • Support the development of process maps, journey maps, requirements documents, workflow diagrams, and other solution artifacts. • Help customers understand the impact of process decisions on implementation approach, adoption, reporting, and long-term maintainability. • Support integration planning by identifying data flow, process dependencies, and reporting considerations across systems. • Communicate effectively with business, technical, and executive stakeholders at varying levels of detail. • Ensure deliverables are accurate, well-organized, timely, and aligned to customer objectives and project outcomes. • Contribute to team knowledge-sharing, best practices, and continuous improvement across the practice. • Other duties as assigned.