• Own the complete ServiceNow platform lifecycle including multi-year roadmap development, investment prioritization, and alignment with enterprise digital transformation initiatives • Define platform governance frameworks, architectural standards, and development guardrails that balance innovation with stability • Drive platform value realization through metrics, KPIs, and business outcome tracking; demonstrate ROI and cost optimization opportunities • Partner with Enterprise Architecture and business leadership to ensure ServiceNow serves as the system of action for IT and enterprise workflows • Design and evolve scalable, secure, high-availability architecture across all ServiceNow modules with expansion readiness for emerging capabilities (IRM, HRSD, CSM, Enterprise Architecture) • Direct day-to-day platform operations including system maintenance, bi-annual upgrade planning and execution, environment management (DEV/TEST/PROD), and access governance • Lead, mentor, and develop a direct team of ServiceNow developers and administrators, fostering technical growth and career progression • Ensure platform adherence to SOX controls, audit requirements, and regulatory standards through disciplined SDLC practices • Serve as primary executive interface with ServiceNow account teams, implementation partners, and third-party vendors • Identify and prioritize opportunities for automation, AI/ML integration, and workflow optimization beyond core ITSM

• Drive OCM project activities such as leading the product/project side of change which may include creating actionable deliverables that support communication and training other OCM deliverables and efforts, managing resistance to change and help in ensuring user readiness • Support change efforts on multiple programs by assisting in execution of stakeholder assessment and change impact assessment interviews and focus groups; assist with development of communication, engagement, and training plans to document specific actions required to enable change • Execute communication, engagement, and training plans by developing written, verbal, presentation, video mode, as well as deliverables for client delivery • Organize, coordinate, and improve Organizational Change Management (OCM) governance, standards, and reporting capability within the team by establishing formal, routine governance for the review of project progress dashboards, map project metrics and rolling-up metrics to OCM team dashboards and analyze and report on OCM maturity progress • Maintain OCM content repository and ensure that documents conform to standards and storage retention procedures; Support OCM Leadership with Knowledge and Standards, including required standard and ad-hoc requests, incorporate industry best practices and implement standards, key measures, tools and metrics • Develop and coordinate project performance measurement reporting, drawing on OCM tools and data to provide reporting assistance to OCM Leadership and develop and execute functions to ensure adoption of new systems and processes with the OCM Team

• Lead project teams to deploy solutions on the ServiceNow platform • Lead complex programs of multiple resources • Lead the architecture and design of complex solutions • Lead the creation of written deliverables • Lead client demos and working sessions • Lead integration design sessions • Lead client workshops as process and technical expert • Escalation point for project team • Work to influence team members, broader internal team, and external customers, likely including senior management, to agree and accept new concepts, practices, and approaches • Obtain and maintain certifications with associated qualifications • Maintain expert level certifications • Identify and communicate opportunities • Participate in pre-sales cycle as technical expert • Provide thought leadership to Ahead and our customers • Communicate with external customers, which may include top management, on matters that require explanation, interpretation, and / or advising • Generate differentiated marketing thought leadership for marketing • Craft innovative and high impact solutions for complex client programs, relying on large teams to implement • Contribute to projects/programs that may address future concepts, products, and technologies • Drive consensus with customer in solving complex solutions

• You act as Lead Architect and strategic advisor for our clients, translating business strategies into scalable, secure and sustainable ServiceNow solutions. • You support international companies in the digital transformation of their IT and enterprise service processes. • You act as a Trusted Advisor to stakeholders up to C‑level and serve as the central point of contact — internally and externally. • As Principal Consultant, you are responsible for the professional and technical quality of complex client projects and contribute significantly to their success. • You lead workshops for requirements gathering, process definition, reengineering, gap analysis and solution architecture. • You develop ServiceNow target architectures, roadmaps and technical specifications for enterprise‑level implementations. • You act as a Subject Matter Expert for multiple ServiceNow modules, e.g., ITSM, ITOM, HRSD, CSM, CMDB or CSDM. • You are responsible for designing complex integrations as well as customer‑specific applications on the ServiceNow platform. • You support pre‑sales activities, e.g., through solutioning, technical demos, effort estimations and architecture concepts. • You take on technical leadership responsibilities and mentor senior and junior consultants through coaching, quality assurance and best practices. • You continuously develop your own expertise and actively give knowledge back to the team: mentoring, community building, tools, methods and thought leadership.