• Identify and document process definition, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders • Provide guidance to the client and to ServiceNow technical resources in the implementation of the documented requirements • Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their business processes • Complete, develop and improve required documentation such as process flow diagrams, workshop agendas, presentations, and back log grooming • Identify areas of business process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks • Juggle multiple projects and initiatives across concurrent projects • Promote continuous process improvement practices • Manage and communicate business processes and business requirements ensuring that the proposed solutions meet the customer's expectations • Support functional testing activities, including UAT efforts

• Analyzing, designing, improving, and implementing business processes to increase operational efficiency, reduce costs, and support organizational goals • Working closely with cross-functional teams to identify workflow inefficiencies, develop process improvement strategies, and implement solutions using data analysis, process mapping, and continuous improvement methodologies • Documenting standard operating procedures, supporting change management initiatives, monitoring process performance metrics, and ensuring compliance with company policies and industry standards

• Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery • Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements • Monitor BU chat/helpdesk daily performance; identify gaps and propose actionable, data-backed solutions • Conduct data and case analysis to support decision-making, continuous improvement, and overall customer satisfaction • Collaborate with cross-functional teams (e.g., Product) to design and execute CS-related process improvement initiatives • Be responsible for promptly attending to and managing any ad-hoc tasks or issues that may arise from time to time • Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs • Provide training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices • Assist in organizing and preparing for regular BU and internal meetings • Stay updated on industry trends and customer support innovations to keep CS operations future-ready

• Lead high-impact strategic initiatives across Underdog’s core business lines – including prediction markets and fantasy sports – translating ambiguous problems into clear recommendations for senior leadership • Build and maintain financial models supporting high-stakes strategic and commercial decisions, including complex multi-party transactions and partnership structures • Conduct rigorous analysis of market trends, competitor positioning, and customer behavior to surface actionable insights and inform long-range planning • Own the development of strategic roadmaps, defining short- and long-term objectives and metrics to track progress against them • Serve as a connective tissue between business units, synthesizing cross-functional inputs and ensuring alignment across product, finance, marketing, and operations • Prepare board-level and executive-facing materials that distill complex analysis and trends into clear narratives • Identify and evaluate new business opportunities, partnerships, and adjacencies that align with Underdog’s growth strategy