• Successfully manage customer expectations and ensure tasks are estimated accurately and performed on time and on-budget with high-levels of customer satisfaction and quality • Support the delivery Engagement Manager and client Project Manager • Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs • Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs • Apply best practices for managing work under the task order • Manage activities and resources to a project plan utilizing the appropriate tools (e.g., ServiceNow Project Portfolio Management (PPM) suite, SharePoint, Microsoft Project and potentially other agile tools (e.g., Jira) • Understand and manage the Critical Path for successful project delivery and support tasks • Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to: cost, scope, schedule, and quality • Communicate clearly, effectively, on time, and to the correct audience • Manage risks and issues; be proactive and communicate effectively • Estimate the level of effort of BPC efforts for out-of-scope work • Identify and manage to change request process • Ensure work is performed compliant with client and contractual policies and processes • Draft, coordinate Weekly Status Report submissions • Support ad hoc oral and written data calls • Attend various program meetings with the project team members as needed

• Administer, configure, and maintain the ServiceNow platform • Build, manage, and support workflows and automations using Flow Designer • Conduct instance upgrades • Manage users, roles, updates, and system configurations • Troubleshoot platform issues and provide operational support • Develop and maintain scripts, business rules, and integrations • Collaborate with stakeholders to implement platform enhancements

• Design, configure, and implement IAM/IGA solutions using platforms such as SailPoint, Saviynt, Veza, Okta, and Ping Identity. • Support ServiceNow integration with IAM and IGA tools for access requests, approvals, incident management, and workflow automation. • Configure user lifecycle processes including joiner, mover, leaver, role-based access control, and access certifications. • Implement and support SSO, MFA, federation, provisioning, and de-provisioning workflows. • Integrate IAM/IGA platforms with enterprise applications, directories, HR systems, cloud platforms, and ticketing systems. • Develop and maintain workflows, connectors, rules, policies, and access governance processes. • Support access reviews, compliance reporting, segregation of duties, and audit requirements. • Troubleshoot technical issues related to identity provisioning, authentication, integrations, and workflow failures. • Work with business stakeholders, security teams, infrastructure teams, and application owners to gather requirements and deliver technical solutions. • Prepare technical documentation, solution designs, configuration guides, and operational handover documents. • Support testing activities including unit testing, integration testing, UAT, and production deployment. • Provide post-implementation support and recommend improvements to enhance security, automation, and operational efficiency.

• 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.