• Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools • Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams • Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities • Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards • Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget • Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively • Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination • Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products • Build strong relationships with stakeholders • Ensure deliverables are clear, actionable, and implementation-ready • Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions • Manage dependencies, risks, and issues across workstreams — escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms • Delegate and manage workstreams while ensuring consistency and quality • Review and refine deliverables produced by supporting team members

• Design and implement solutions for new application improvements. • Coordinate integration of ServiceNow modules, APIs, and user interfaces. • Provide ongoing support and peer reviews throughout sprints. • Lead investigations into production issues and complete technical tickets. • Remediate O&M defects and develop solutions for new requirements. • Ensure successful implementation and maintenance of ServiceNow applications.

• Develop custom workflows utilizing modern web technologies • Configure out of the box workflows and create/maintain custom workflows • Integrate ServiceNow applications with 3rd party partners • Rapidly prototype new solutions • Design and develop solutions that leverage ServiceNow modules like ITSM, Discovery, CMDB, Knowledge, and ITOM using configuration and custom JavaScript • Troubleshoot and resolve problems • Orchestrate and automate tasks • Responsible for the design and build of ServiceNow Applications and integration to other applications and platforms, including architecture, languages, best practices, and methodologies in an Agile Scrum environment • Collaborate on ongoing projects in both new and enhancements development between engineers, developers, analyst, and other team members • Follow, maintain, and apply documentation best practice policies, procedures, and process throughout ServiceNow development • Work closely with business and IT teams to gather input to support ongoing business needs for Service Now configuration, implementation, and support • Review and apply any additional UI/UX requirements from external and internal teams

• Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems • Track financial forecasts, lifecycle costs, and budgetary alignment across SAM initiatives • Perform financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement • Establish and maintain a documented set of disciplined, mature, and continuously improving processes for administering all contractual efforts with an emphasis on cost-efficiency, schedule, performance, responsiveness, resource management, and consistently high-quality delivery • Coordinate across CMS stakeholders, procurement teams, technical groups (Infrastructure, Security, Hosting, DBA) • Develop, deliver and maintain and ensure compliance with the Project Management Plan and backlogs • Provide the government with monthly and quarterly status reports on the activities and milestones completed and deliverables submitted for each task for the past month • Ensure alignment of program deliverables to program outcomes for operational efficiency • Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances • Coach SAM team members to foster skill development and alignment with CMS standards • Define and communicate the product vision for ServiceNow SAM, aligned with enterprise IT and financial objectives • Develop and maintain a roadmap covering key capabilities such as license compliance, SaaS management, and software optimization. • Own and prioritize the SAM product backlog based on business value, risk, and stakeholder needs. • Translate business requirements into clear user stories with acceptance criteria. • Balance new feature delivery with technical debt reduction and platform sustainability. • Align SAM implementation with the Common Service Data Model (CSDM) and CMDB standards. • Partner with ITAM, Procurement, Finance, Security, and IT Operations to gather requirements and define priorities. • Act as the primary point of contact for SAM product-related decisions. • Communicate roadmap updates, releases, and value delivered to stakeholders. • Ensure a Continual Service Improvement mechanism in-place for SAM • Participate in sprint planning, backlog refinement, and product reviews • Collaborate closely with developers, architects, and QA teams to ensure high-quality delivery. • Collaborate with Enterprise IT Asset Management, Hosting, Security, DBA, Operations, and Technical teams to implement asset management practices, processes, and procedures • Deliver SAM application status overviews, asset compliance updates, and optimization recommendations to stakeholders • Interface with vendors for license renewals, contracts, and hardware/software lifecycle updates • Ensure adherence to governance and compliance standards throughout project phases • Oversee team activities and track progress against project timelines and deliverables • Define and monitor SAM KPIs • Deliver dashboards and reporting for operational and executive insights. • Drive adoption of advanced SAM features (e.g., SaaS License Management, publisher packs). • Continuously evaluate platform usage and recommend enhancements. • Support vendor audit readiness (e.g., Microsoft, Oracle, Adobe). • Identify and mitigate compliance risks through proactive monitoring. • Ensure adherence to internal governance and regulatory requirements. • Track Key Performance Indicators (KPIs) and maintain dashboards to measure team performance and operational success