• Engage with stakeholders to gather, document, and validate business requirements • Translate business needs into clear, structured user stories with acceptance criteria • Conduct process analysis and identify improvement opportunities • Facilitate workshops, discovery sessions, and backlog grooming sessions • Document functional requirements, process flows, and use cases • Analyze and define requirements across ServiceNow module • Understand platform capabilities and recommend standard OOB solutions where possible • Support UAT planning and execution • Assist in release documentation and change communications • Ensure alignment with platform governance and best practices established by iTech AG • Other duties as assigned

• Lead the stand up and ongoing administration of a new ServiceNow instance • Configure core system settings including users, roles, groups, access controls, and system properties • Establish environment strategy across development, test, and production • Configure LDAP integration for user provisioning • Implement SSO authentication using SAML or OAuth • Install and maintain MID Servers • Configure standard out of the box workflows and module settings • Configure and administer Hardware Asset Management lifecycle settings • Configure Software Asset Management normalization and compliance features • Deploy and administer ITOM Discovery and CMDB population • Maintain CMDB data integrity and governance controls • Ensure alignment with ServiceNow leading practices • Develop and execute structured testing plans for platform changes • Support regression testing prior to releases and upgrades • Partner with stakeholders to coordinate user acceptance testing • Validate integrations including LDAP SSO and Discovery • Document testing results and ensure audit readiness • Maintain instance health, performance, and security • Manage role based access controls • Support upgrades and patching activities • Create documentation, standards, and runbooks • Establish governance and change management processes • Partner with IT, Security, Procurement, and Operations stakeholders • Establish update set and release management processes

• Own the SPM product vision, roadmap, and backlog aligned to enterprise strategy and investment priorities. • Translate strategic objectives into platform capabilities that support portfolio planning, funding decisions, and value realization. • Champion adoption of SPM as the enterprise system of record for strategic planning, demand management, portfolio oversight, and execution metrics. • Partner with business, IT, and finance teams to define and refine demand intake, prioritization, and approval workflows. • Provide transparency into initiative status, capacity, financials, risks, dependencies, and benefits. • Translate business and regulatory requirements into well‑defined projects, epics, features, and user stories. • Prioritize the backlog based on risk reduction, business value, and strategic alignment. • Partner with agile delivery teams to ensure timely, high‑quality releases and ongoing platform improvements. • Define and track KPIs related to strategic priorities, goal alignment, portfolio performance, delivery health, capacity utilization, and financial outcomes. • Monitor product performance, customer feedback, adoption metrics, and KPIs to drive continuous improvement. • Continuously evaluate new SPM capabilities and recommend enhancements to improve usability, automation, and insights.

• Facilitate Agile ceremonies, drive continuous improvement, support ServiceNow development teams, and gather business requirements for SPM-related initiatives. • Lead Agile ceremonies for ServiceNow teams (planning, stand-ups, reviews, retrospectives). • Coach teams in Agile practices, promoting collaboration, accountability, and continuous improvement. • Partner with Product Owners to refine and prioritize backlogs; ensure clear, actionable user stories. • Track sprint metrics (velocity, burndown, delivery KPIs) and recommend improvements. • Coordinate with other Scrum Masters to share best practices and evolve Agile maturity. • Gather and document business requirements, epics, user stories, and acceptance criteria for SPM demands. • Create process maps, flowcharts, and other documentation to support solution design.