• As a ServiceNow Consultant (Techno‑Functional), you will work with clients and internal delivery teams to support the design, configuration, and implementation of ServiceNow solutions. • You will help translate business requirements into ServiceNow functionality and assist with configuring workflows, forms, and platform features under the guidance of senior team members and Architects. • You will participate in requirements discussions, support solution design activities, and contribute to testing, training, and deployment efforts. • This role is client‑facing and provides hands‑on exposure to ServiceNow implementations while developing both functional and technical skills.

• Governing and managing enterprise-wide IT change processes • Ensure service stability, regulatory compliance, and minimal business disruption • Develop, implement, and maintain enterprise-wide change management policies and procedures • Manage the lifecycle of all IT changes • Evaluate change requests for risk, impact, and readiness • Partner with IT, business units, and compliance teams • Prepare reports and dashboards on change activity • Drive continual improvement by promoting proactive change management

• Lead the Problem Management process from identification through resolution and closure • Facilitate Root Cause Analysis (RCA) sessions for Major (P1/P2) incidents and recurring issues • Coordinate and track Corrective and Preventive Actions (CAPAs) to completion • Maintain and update the Known Error Database (KEDB) • Work cross-functionally with Development, Change Management, Automation, and Risk teams • Develop metrics and performance reports

• 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