• Help build deeper internal ServiceNow expertise and reduce dependency on external partners. • Improve platform stability, scalability, and maintainability by addressing technical debt. • Deliver high-quality ServiceNow enhancements that support faster, more efficient client delivery. • Build strong relationships with technical team members and business users through clear listening, communication, and follow-through. • Support PHM’s continued progress toward an innovative, AI-forward technology environment. • Develop, configure, and enhance ServiceNow applications, workflows, business rules, client scripts, UI policies, dashboards, widgets, and related platform capabilities. • Improve PHMCare performance, usability, and scalability while reducing accumulated technical debt. • Support integrations, automation, and workflow improvements that make client delivery more efficient. • Troubleshoot issues, identify root causes, and implement maintainable solutions. • Contribute to documentation, standards, and development practices that support long-term platform health. • Partner with Enterprise Applications, IT, Operations, business users, vendors, and other stakeholders to understand needs and translate them into effective ServiceNow solutions. • Communicate clearly with both technical and non-technical audiences. • Use strong listening skills to clarify the real problem before building. • Build trust with internal teams by delivering well, following through, and adapting as needs evolve. • Help strengthen PHM’s in-house ServiceNow development practices, standards, and governance. • Collaborate with and learn from the existing ServiceNow Developer while contributing your own depth and perspective. • Help reduce reliance on outsourced support by bringing more platform knowledge and execution capability inside PHM. • Support a technical environment that is increasingly innovative, AI-forward, and focused on sustainable internal expertise.

• Support implementation of ServiceNow IRM and CAM capabilities within a Federal cybersecurity environment • Design, configure, and deploy ServiceNow solutions supporting RMF, cybersecurity workflows, and authorization package lifecycle activities • Configure IRM/GRC applications, CAM Workspace, Service Catalog items, workflows, dashboards, reports, and notifications • Develop custom applications, tables, automation, business rules, client scripts, UI policies, and ACLs • Support Employee Center portal configuration, data migration activities, UAT, deployments, and documentation • Participate in Agile/SCRUM activities and provide training and knowledge transfer support

• Support the implementation and configuration of core ITSM capabilities within a USSOCOM environment • Configure and enhance Incident, Problem, Change, Knowledge, Request Management, Service Catalog, and Service Operations Workspace functionality using ServiceNow best practices • Configure and customize Incident, Problem, Change, Knowledge, Request Management, and Service Catalog modules • Develop catalog items, record producers, execution plans, workflows, and routing logic • Configure SLA/OLA management, prioritization models, categorization structures, templates, and assignment rules • Implement CMDB driven auto assignment and risk based change management processes • Configure Major Incident Management including communication plans, post incident reporting, and related workflows • Build dashboards, reports, surveys, and operational metrics • Configure Knowledge Management processes including article submission workflows, feedback, notifications, and access controls • Implement and configure Service Operations Workspace including persona based views, UI actions, routing rules, and live agent integrations with Microsoft Teams • Configure ACLs, User Criteria, UI Policies, forms, plugins, and update sets • Conduct knowledge transfer sessions and provide guidance on ServiceNow best practices and platform administration

• Administer and maintain ServiceNow platform environments, ensuring peak performance and system integrity. • Perform regular platform upgrades, patching, and health assessments; generate and present reports to stakeholders. • Configure and support ServiceNow applications, including Service Catalog, Employee Center, Knowledge Base, Now Mobile, SPM, and Change Management. • Manage user roles, access, and permissions. • Handle platform cases, changes, requests, and escalations. • Develop and maintain update sets, scripts (Business Rules, Script Includes, Client Scripts, UI Policies), and Service Catalog items. • Create and manage workflows, dashboards, reports, SLAs, and integrations with third-party systems. • Support cloning processes, skipped record remediation, rollback planning, and upgrade validation testing. • Develop and maintain Service Portal components and mobile interfaces. • Collaborate with stakeholders to optimize business processes and user experiences. • Lead technical planning, estimation, and documentation efforts on ServiceNow projects. • Provide post-deployment support and continuous improvement. • Conduct knowledge transfers and create SOPs, KB articles, and other technical documentation. • Ensure compliance with security policies and regulatory requirements.