• Serve as a ServiceNow developer on a cross-functional development team; • Design and develop custom scoped applications on the Now Platform to meet business requirements, including implementation of client scripts, business rules, workflows, and custom Service Portal widgets • Collaborate with application teams to design and implement data interfaces with other enterprise application systems • Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each • Develop and manage operational metrics reporting and dashboards • Support the development and analysis of customer requirements and assist with the development of user stories • Perform application testing

• Lead end‑to‑end delivery of ServiceNow implementations across ITSM and CSM • Partner with clients, architects, and delivery teams to drive successful outcomes from discovery through go‑live • Manage full lifecycle ServiceNow implementations (scope, schedule, budget, risk) • Lead discovery, scoping, and release planning with business and technical teams • Partner with Solution Architects to align requirements to platform best practices • Serve as primary liaison across clients, executives, and delivery teams • Provide governance, status reporting, and risk mitigation • Support public‑sector and 311 citizen‑service programs (preferred)

• 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