• Integration engineering and delivery. • Manage the full integrations lifecycle (requirements, design, build, testing, deployment and operations) using: IntegrationHub / Spokes, Flow Designer, MID Servers, REST/SOAP APIs, Webhooks, message queues. • Ensure API standards, versioning and access control. • Lead integrations between multiple systems, ensuring: data quality, reconciliation, scale performance, reliability, observability and support. • Define and manage SLOs/SLIs (availability, latency, throughput and error rates). • Implement monitoring, alerts, dashboards and runbooks. • Conduct incident RCA, problem management and continuous improvement. • Coordinate hypercare and post-upgrade validation during ServiceNow releases, as well as security, compliance and governance activities. • Apply security-by-design principles including: OAuth2, mTLS, secret rotation, least privilege and data minimization. • Ensure auditability and compliance with governance and risk controls. • Promote an OOB-first (out-of-the-box) and low-code-first approach where possible; align stakeholders and working model. • Collaborate with Product Owners, Architects and global teams. • Translate business needs into integration contracts and SLAs; lead a virtual squad and mentor developers across multiple time zones.

• 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