• Design and implement ServiceNow solutions, including custom applications, workflows, forms, UI policies, business rules, and integrations. • Develop and configure ServiceNow modules such as HAM, SAM, CMDB/CSDM, or custom scoped applications. • Provide strategic, authoritative guidance to the client on HAM and SAM best practices. • Implement, maintain, and customize Discovery within one or more restricted environments. • Create and maintain client scripts, UI actions, script includes, scheduled jobs, and Flow Designer automations. • Develop and maintain visualizations using dashboards, workspaces, and reports to enable users to enhance efficiency in their day-to-day operations. • Ensure that solutions follow ServiceNow best practices, maintainability, and performance standards. • Work with Business Analysts and stakeholders to translate business requirements into technical specifications. • Lead technical workshops to review design, architecture, and configuration approaches. • Support end-to-end project delivery including sprint planning, testing, and deployment. • Provide technical guidance to junior developers or project teams. • Develop and support integrations using REST, SOAP, APIs, and IntegrationHub. • Work with enterprise systems (e.g., Azure AD, HR, ERP, monitoring tools) to ensure secure data exchange. • Troubleshoot issues, perform root cause analysis, and optimize system performance. • Participate in peer code reviews and maintain version control standards (e.g., Git, ServiceNow Studio). • Ensure compliance with security, privacy, and audit requirements. • Contribute to documentation of technical specifications, release notes, and solution designs. • Provide client training for HAM and SAM functionality.

• Design solutions aligning business requirements with ServiceNow native capabilities • Manage and evolve product roadmaps • Collaborate with global teams (product, engineering, architecture, and business) • Translate requirements into: user stories, technical specifications • Serve as a Subject Matter Expert (SME) on ServiceNow products • Guide technical teams and clients, prioritizing standard usage (avoiding excessive customizations) • Support definition of platform strategy and evolution • Work with Product Managers to define solutions and use cases • Ensure alignment with best practices and market trends • Lead interactions with internal stakeholders (customer-facing role)

• Collaborate on defining the Discovery product strategy and lead its tactical execution • Serve as the focal point for stakeholder requests related to Discovery outcomes • Ensure continuous improvement of Discovery schedule performance, integrations, plugins, and upgrades • Manage operations related to CMDB, Discovery, integrations, and data reconciliation • Lead continuous improvement initiatives in data quality, data architecture, and data cleansing • Manage and optimize automated processes for ITSM and GRC • Act as technical lead on global transformation projects • Ensure the evolution and governance of the ServiceNow platform • Develop and present reports, analyses, and executive-level presentations • Support and deliver training and enablement for teams • Work in a global environment, collaborating with distributed teams

• Manage the full lifecycle of integrations: requirements gathering, design, development, testing, deployment and operations • Develop integrations using: o IntegrationHub / Spokes o Flow Designer o MID Servers o REST/SOAP APIs o Webhooks and messaging • Define standards for: o APIs o Versioning o Security and access control • Lead integrations across multiple systems (e.g., CMDB, ITOM, Cloud, SecOps) • Ensure data quality, reconciliation and performance • Define and monitor indicators such as: o Availability o Latency o Throughput • Create dashboards, alerts and runbooks • Participate in incident analysis (RCA) and problem management • Support platform upgrade cycles (post-release validation and hypercare) • Implement security by design: o OAuth2, mTLS o Credential rotation o Principle of least privilege • Ensure compliance with standards and audits • Prioritize low-code and out-of-the-box (OOB) solutions whenever possible • Work with: o Product Owners o Architects o Global teams • Translate business needs into integration contracts and SLAs • Lead a technical team (even if distributed globally) • Support and mentor developers • Automate processes (CI/CD, automated testing)