• Leading an Information Services teams’ program portfolio • Planning and performance of technical and non-technical initiatives • Supporting the organizational tools and methodologies set by the NM Project Management Office • Acting as a liaise between Manager and departments both internal and external • Providing leadership and guidance for the use of Agile Office or NM PMO standard tools and methodologies

• Lead and own architectural design of ServiceNow solutions—covering workflows, data structures, platform topology, and integration strategies • Define reusable solution frameworks and reference architectures across ITSM, ITOM, HRSD, and custom applications • Translate complex business needs into robust technical designs while aligning to platform guardrails and enterprise architecture standards • Drive modernization of legacy, heavily customized ServiceNow instances—leading efforts to eliminate technical debt, adopt out-of-the-box capabilities, and align to current best practices • Maintain expert-level knowledge across the ServiceNow product suite, including platform architecture, new modules, and evolving features • Provide technical oversight on ServiceNow implementations and enhancements, ensuring scalable and maintainable solutions • Work closely with product owners and stakeholders to gather and translate business requirements into user-centric technical solutions • Design and govern integrations using IntegrationHub, Flow Designer, and APIs for real-time and batch data exchange • Support the evaluation and responsible adoption of new platform capabilities, including ServiceNow AI, GenAI, agent-based automation, and other intelligent features as they are released

• Gather and define requirements representing the customers need • Write User Acceptance Criteria from business requirements • Write clear Test Scripts and assist with testing defects analysis • Understand business and technical aspects of the ServiceNow platform

• Responsible for the strategic ownership, evolution, and delivery of ServiceNow capabilities • Blend product management discipline, hands-on business analysis, and delivery oversight • Ensure solutions drive measurable business value, strong adoption, and scalable governance • Serve as the primary bridge between business stakeholders, platform teams, developers, and vendors • Own the product lifecycle from demand intake through roadmap execution and post-release optimization