• Provide day-to-day platform administration, user support, configuration management, upgrade support, integration coordination, change management support, data quality oversight, audit support, and architectural guidance to ensure the platform effectively supports business operations and IT Service Management (ITSM) requirements. • Administer users, groups, roles, ACLs, and overall platform configuration. • Manage platform updates, patches, releases, instance clone activities, and upgrades. • Monitor platform performance, instance health, and ServiceNow emails and incident tickets requesting technical assistance. • Submit updates to common data elements: categorizations, application data, location data, user data, knowledgebase articles, support group roles, report design, and CMDB. • Perform monthly ServiceNow SOX audit activities as defined by the company. • Maintain ServiceNow foundation data and ensure data quality. • Plan, design, and implement new applications and configurations, including organizational group roles and Change Coordinator groups as needed. • Configure and support workflows, business rules, forms, catalogs, reports, dashboards, and notifications. • Recommend and create application configurations, standards, and administrative evaluations based on functional specifications and application reviews. • Confirm that all configurations conform to company’s standards. • Implement assigned Change Requests. • Perform CAT/functionality tests prior to production implementations. • Support system interfaces, eBonding, and internal services (e.g., eAccess). • Coordinate and support integration between ServiceNow and other enterprise systems. • Provide architectural guidance for platform design, integration strategy, and long-term maintainability. • Support REST API integrations, data imports/exports, Transform Maps, MID Server, and Integration Hub. • Provide administration and operations support across the full ServiceNow suite, including Incident Management, Problem Management, Change Management, Service Catalog, Service Level Management, and Asset Management. • Provide Change Management administration, oversight, and operational support. • Perform Risk Management oversight. • Unit test systems and provide SIT/CAT plans and assistance. • Support Automated Test Framework (ATF), regression testing, and customer acceptance testing. • Document and verify that all work meets company’s standards. • Act as an escalation point for ServiceNow support for end-user inquiries and consultation. • Perform application and end-user support; serve as a ServiceNow Subject Matter Expert (SME). • Provide ServiceNow education and training to end users and stakeholders. • Collaborate with stakeholders to gather requirements, support enhancements, and participate in solution reviews. • Provide new development requirements as needed.

Role Description The ServiceNow Product Owner contributes to the growth, effectiveness, and profitability of the organization by leading the vision, development, and operational excellence of our ServiceNow platform as a service for multiple customers, both internal and external. The Product Owner is a strategic and execution-focused individual who balances business priorities with sound architectural design and governance, adhering to out of box best practices while ensuring scalable and high-quality service delivery across domains. The Product Owner may also be assigned to client engagements as a billable technical resource, requiring experience in solution consulting for ServiceNow and familiarity with a wide range of technologies. This role supports consulting revenues ranging between $5M and $10M annually. Strategic Leadership - Define and evolve the ServiceNow product vision and roadmap to support multi-tenant MSP operations. - Champion domain separation strategy to ensure secure, scalable customer environments. - Align platform capabilities with ITIL best practices and OOB functionality to minimize customization and maximize maintainability. - Work with members of the management team to understand project and business priorities and schedule work with development staff based on those priorities. - Exercise influence at many levels of the organization up to the Director Level. - Serve as a role model by promoting and demonstrating commitment to practice methodologies, processes, and standards for both TEKsystems Global Services and industry-wide, recommending process improvements when necessary. - Lend expertise to internal IT teams and task forces as well as other IT projects/programs. Product Development & Delivery - Own the backlog and prioritize features, enhancements, and fixes across multiple customer domains. - Collaborate with architects, developers, and QA teams to ensure timely and high-quality releases. - Ensure ServiceNow projects/engagements are delivered with the highest quality, on time, and on budget. - Provide input to practice methodologies, standards, and leading practices. - Monitor and manage adherence to methodologies and standards to ensure activities occur as planned. - Provide support in solution phases of sales engagement life cycle or in project planning phases. - Provide project level of effort and cost estimation. Operational Excellence - Oversee daily platform operations, ensuring SLAs, KPIs, and documented support processes are met. - Partner with support and service delivery teams to resolve incidents and implement continual service improvements. - Monitor platform health, usage, and performance across customer domains. - Proactively anticipate problems; define the problem; identify possible causes; work with team to identify solutions; select and implement the most appropriate solution. - Make key decisions based upon input from teams; solid understanding of IT Services principles; firm and business objectives and needs analysis. Stakeholder Engagement - Act as the primary liaison between internal teams and external customers for platform capabilities and roadmap. - Translate business needs into technical requirements and ensure alignment with platform strategy. - Provide regular updates to leadership on product performance, risks, and opportunities. Qualifications - ServiceNow Certified System Administrator - BA or BS degree in a related field - Minimum 5 years ServiceNow product ownership, platform management, or solution architecture - Minimum 5 years experience building, integrating, and delivering enterprise-wide solutions - Proven ITSM product/solution development management experience - Practical, hands-on experience with various versions of the ServiceNow platform - Strong Implementation experience on all core modules of the IT Service management product Requirements - ServiceNow Certified Implementation Specialist (preferred) - Certified Master Architect or Certified Technical Architect preferred - ITIL foundations certification - MS degree - Work experience in professional services and consulting - Experience working in an MSP or multi-customer environment - Experience with several of the following ServiceNow products including: ITSM, ITOM, Virtual Agent, Integration Hub, AppEngine, SAMPro, HAMPro, FSM, CSM, HRSD, SPM, and IRM. - Experience with NOW Assist AI development and configuration. - Experience configuring tables, forms, views, workflows, notifications to deploy and automate IT and business services delivered. - CMDB experience with multiple sources of data including ServiceNow Discovery, Integrations with other tools, and data imports. Service Mapping experience is also a plus. - ServiceNow Integration experience with multiple of the following: Email, JDBC, JSON, LDAP, SOAP, REST, SCCM, SCOM, SMS, SSO - SAML 1.1, SSO - SAML 2.0, OpenID, Digest Authentication, ODBC, Data Export, CTI. - Practical knowledge of web-based development languages; specifically JavaScript, Ajax, HTML, CSS, and ServiceNow API's, Web Services. - Proposal and/or Statement of Work development experience. Benefits - Medical, Dental, and Vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life and AD&D for employee and dependents) - Short and Long-Term Disability - Health Spending Account (HSA) - Transportation Benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & Location This is a Permanent position based out of Baltimore, MD. Pay and Benefits The pay range for this position is $148,200.00 - $222,400.00/yr. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jun 30, 2026.

• Develop, configure, and maintain solutions within the HRSD and ITSM modules. • Implement and support AI capabilities using NowAssist to streamline workflows and enhance productivity. • Build custom applications, workflows, and integrations to meet business requirements. • Handle operational catalog item changes, manage update sets, and perform routine platform maintenance. • Provide Tier 2 and Tier 3 support, troubleshooting and resolving defects and incidents. • Ensure the stability and performance of critical business processes on the platform. • Collaborate with Senior Developers and Engineers to execute on the platform roadmap. • Partner with business analysts and stakeholders to translate business requirements into technical solutions. • Participate in Agile processes, including sprint planning, daily stand-ups, and retrospectives. • Document technical designs, processes, and user guides.

• Lead end-to-end ServiceNow initiatives by partnering with clients, executives, and end users to elicit, analyze, and validate complex business requirements, and translate them into scalable ServiceNow solutions. • Drive requirements strategy and solution design, ensuring alignment between business objectives and ServiceNow platform capabilities across modules such as ITSM, SPM, GRC, and App Engine. • Facilitate workshops and stakeholder engagements to assess current-state processes, identify pain points, and define optimized future-state workflows and operating models. • Serve as the functional lead and trusted advisor to both business and technical teams, guiding solution architecture decisions and ensuring best practices are applied. • Collaborate closely with development teams to design, configure, and implement ServiceNow applications, ensuring requirements are clearly understood and successfully delivered. • Translate complex functional needs into technical specifications, user stories, and acceptance criteria, ensuring clarity and traceability throughout the delivery lifecycle. • Oversee and support testing activities, including UAT planning, execution, defect management, and validation of business outcomes. • Develop and deliver training and change management materials, ensuring successful user adoption and knowledge transfer. • Create and maintain high-quality deliverables, including process maps, solution design documents, roadmaps, and executive-level communications. • Provide continuous improvement recommendations by conducting system assessments and leveraging deep knowledge of ServiceNow capabilities and emerging platform innovations. • Actively stay current with ServiceNow releases, features, and industry trends, bringing forward innovative ideas to enhance client solutions. • Mentor junior analysts and contribute to practice development, including methodology refinement and knowledge sharing.