• Manage the ServiceNow platform • Participate in daily scrums and related tasks • Handle general ServiceNow platform administration duties • Monitor health, usage, operations, and performance • Maintain understanding of enterprise and platform-level architecture • Manage patch and upgrade cycle of the platform • Oversee development pipeline and assist with update set promotions • Provide production support and assist with troubleshooting • Keep up to date with industry trends and developments for the administration and maintenance of the platform • Perform architecture design and reviews as required • Integrate data for reporting • Implement data governance policies and procedures

• Collaborate with developers, concierge team, and product owners to understand requirements, define acceptance criteria, and ensure accurate test coverage • Perform functional, regression, integration, and end-to-end testing of ServiceNow features • Develop and maintain automated test scripts using ServiceNow’s Automated Test Framework (ATF) • Support User Acceptance Testing (UAT) and validate solutions with business users • Identify, document, and track defects for timely resolution • Develop and execute comprehensive test plans, test cases, and test scripts • Participate in agile ceremonies, such as sprint planning and daily stand-ups

• Responsible for the administration and support of the organization’s IT systems and infrastructure via the ServiceNow platform • Works within an Agile team, supporting the Product Owner • Gathers user requirements to write stories that effectively and efficiently capture user needs and functionality • Collaborates with stakeholders to understand business needs and provide appropriate solutions • Monitors performance and troubleshoots complex issues • Conducts security and/or other audits and assessments to ensure compliance with organization policies • Provides support to end users and other IT staff by resolving complex hardware, software and system related issues • Maintains detailed documentation of configurations, procedures and changes • Coordinates with other IT teams to ensure coordinated delivery of IT services • Serves as a backup team lead when necessary • Trains users on platform usage

• Building, configuring, and extending the ServiceNow platform across both internal and client engagements • Configuring and extending ServiceNow ITSM and CSM modules, including workflows, business rules, UI policies, client/server scripts, and catalog items • Developing integrations using REST/SOAP APIs and IntegrationHub • Ensuring configurations and customizations align with ServiceNow technical standards • Troubleshooting and resolving complex technical issues across the platform • Collaborating closely with Functional Consultants, QA, and the Solution Architect throughout the delivery lifecycle