• Diseñar, implementar y optimizar soluciones complejas de ServiceNow ITOM • Analizar los procesos y la infraestructura de operaciones de TI existentes • Gestionar las integraciones dentro de entornos de sistemas complejos • Desarrollar y mantener la documentación técnica

• To provide senior-level expertise in business analysis and process consulting, guiding assigned ServiceNow projects from a business solutions perspective. • Lead business analysis and process consulting for core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB). • Facilitate workshops and stakeholder interviews to document current-state processes and define future-state improvements. • Align process design to ITIL principles and ServiceNow leading practices. • Define measurable success criteria (e.g., improved SLA performance, reduced MTTR, improved change success rate, strengthened CMDB maturity). • Support UAT planning and execution, including test case development and issue resolution.

• Drive Outcome-Based ServiceNow Delivery • Manage projects focused on core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog). • Ensure delivery aligns to measurable operational improvements such as SLA attainment, reduced MTTR, improved change success rate, and strengthened CMDB maturity. • Coordinate cross-functional efforts spanning: ITOM (Discovery, Service Mapping, Event Management) ITAM (asset lifecycle management, compliance, inventory governance) HRSD (employee case management, service delivery workflows) • Maintain clear alignment between business objectives and platform execution. • Develop and manage detailed project plans aligned to contractual scope and customer requirements. • Track schedule, budget, risks, dependencies, and resource allocation. • Facilitate issue resolution and proactively manage project risks. • Support Agile/Scrum ceremonies and structured delivery practices. • Maintain documentation, reporting, and governance standards consistent with consulting best practices. • Build and maintain strong client and subcontractor relationships. • Serve as the primary point of contact for project stakeholders. • Communicate status, risks, and outcomes clearly and consistently. • Ensure delivery of high-quality work and a positive customer experience. • Provide performance feedback and development support to project team members. • Foster accountability, collaboration, and continuous improvement. • Promote Intact’s culture and values within each engagement.

• Build, enhance, and optimize core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB). • Configure workflows and automation to improve outcomes (SLA performance, reduced MTTR, improved change success rates). • Contribute to CMDB maturity through better data quality, governance, and alignment to operational processes. • Implement secure configurations and access controls in regulated federal environments. • Configure and support capabilities such as Discovery, Service Mapping, Event Management, and operational visibility/alerting. • Build and enhance asset lifecycle workflows, software asset compliance controls, and inventory/data quality practices. • Configure case management workflows, employee-facing service delivery, and catalog-style experiences that improve time-to-resolution and user satisfaction. • Help ensure integration and data consistency between ITSM and these modules (CMDB/asset data, service catalog alignment, reporting). • Deliver end-to-end development: requirements → build → unit testing → UAT support → deployment → post-release optimization. • Develop with ServiceNow best practices across scripting and configuration (Business Rules, Script Includes, Client Scripts, UI Policies, ACLs). • Build integrations using REST/SOAP APIs and support data flows across enterprise systems. • Collaborate with architects, consultants, and client stakeholders to translate mission needs into platform configuration and automation. • Provide peer-level technical support through code reviews, troubleshooting, documentation, and sharing platform best practices. • Support junior developers through pairing and practical guidance (without formal people management expectations).