• Primary responsibility for generating all training materials (documentation and videos) for consumption by the solution's end users. • Design, develop, and deliver detailed training materials including training coursework, agendas, briefs, white papers, user guides, surveys, feedback etc. • Partner with Business Analysts to understand the customer's business requirements at a fundamental level. • Meet with customer and contractor personnel to formulate and review task plans and deliverable items, and effectively execute in accordance with approved plans. • Collaborate with functional and technical counterparts and customers in forming strategies to improve performance and overall effectiveness of the change management strategy. • Ensures adherence to best practices, and quality standards and reviews project deliverables for accuracy. • Create a tiered curriculum that will provide training at various levels of complexity (like beginner/infrequent users to advanced/power users)

• Leading ServiceNow projects, including interacting with clients and users to identify and translate functional requirements • Collaborating with ServiceNow development teams to design, develop, implement, and administer ServiceNow applications. • Translating complex business requirements into technical designs and solutions using ServiceNow. • Supporting ServiceNow projects by interacting with stakeholders to capture current state processes and pain points, and design future state processes. • Maintaining frequent engagement with users and stakeholders throughout all phases of the overall project and development efforts. • Collaborating closely with technical teams in their efforts to develop, configure, and enhance ServiceNow applications. • Staying current with ServiceNow products, features, and industry trends to drive innovation. • Conducting technical assessments and providing recommendations for improving existing ServiceNow implementations. • Building functional work products such as, but not limited to, process maps, design documents, and communications. • Supporting functional product testing and training activities. • Creating technical and functional documentation for ServiceNow solutions.

• Work autonomously to apply and establish testing best practices. • Collaborate with the development team to lead the design, development, implementation, and maintenance of a test automation framework that supports multiple project needs. This includes using tools like FitNesse, Selenium, and Cucumber, and writing test scripts in Java. • Deploy test automation to a continuous integration environment and ensure that test results are communicated clearly and promptly. • Participate in sprint planning and work closely with the project team to identify risks and impacts for the systems being tested. • Create and generate test scenarios from user stories and acceptance criteria. • Manage multiple project schedules at different phases of testing, maintaining strong organizational skills and the ability to prioritize tasks effectively. • Coordinate QA tasks and priorities for each project, including identifying QA/testing environment needs. • Walk through and demonstrate testing results to Product Owners and business stakeholders to gain sign-off on user stories. • Ensure defects or requirement changes identified during testing are tracked, verified, and resolved before moving the application into production.

• Develop, execute, and maintain test strategies, test plans, and test cases for ServiceNow applications, configurations, and integrations supporting SMP. • Perform manual and automated testing activities during Agile sprints, including functional, regression, and integration testing. • Validate ServiceNow enhancements and fixes prior to deployment, ensuring alignment with approved user stories and acceptance criteria. • Support pre-deployment validation, regression testing, and release readiness activities for SMP releases. • Document and track defects, coordinate with Developers and Administrators on resolution, and verify fixes prior to closure. • Participate in sprint planning, daily standups, backlog grooming, release demos, and retrospectives as required. • Collaborate with Product Owners and stakeholders to clarify requirements and ensure test coverage aligns with business needs. • Ensure testing activities comply with USPTO policies, SMP governance, and ServiceNow best practices. • Maintain test documentation and artifacts to support audits, quality reviews, and knowledge transfer.