• Guiding various project teams and Client organizations on how to use Agile/Scrum practices and values to delight AHEADs Clients • Guides assigned project team on how to get the most of our self-organization • Guides assigned project teams on self-organizing to fill in the intentional gaps left in the Agile/Scrum frameworks • Assesses the Scrum maturity of the project team and organization and coaching the team to higher levels of maturity, at a pace that is sustainable and comfortable for the project team and Client organization • Removes impediments and/or guides the team to remove impediments by finding the right personnel to remove the impediment • Builds a trusting environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving • Facilitates getting work done without coercion, assigning, or dictating the work • Facilitates discussion, decision making, and conflict resolution • Assisting with internal and external communication, improving transparency, and radiating information • Supporting and educating the Product Sponsor, especially on grooming and maintaining the product backlog • Providing all support to the team using a servant leadership style whenever possible, and leading by example • Perform analysis of utilization of resources for projects in execution and measuring for future resource allocation needs • Establish and drive ongoing development and tracking of additional services revenue opportunities within the client’s environment • Understands client needs and matches them to relevant services or products; manages client expectations • Understands and communicates goals and critical success factors for the project; sells ideas persuasively and paces the communications properly (Communication). • Plan and coordinate all aspects of technical projects from initiation through deliver • Ensure service delivery success and Client satisfaction through effective project management • Manage project initiation activities, which include the identification of contractual obligations, client needs and goals, existing situations, and necessary contacts. Gain access to existing information as needed • Develop, define, and execute project plans, project scope, activities, schedules, budgets and deliverables • Identify needed resources for projects while defining and assigning major project roles • Coordinate activities and tasks among project team members, other internal departments, and client or vendor/subcontractor organizations as needed to meet project goals, and ensures project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope • Assign and monitor work of project team, providing technical and analytical support and direction • Interface with clients on technical matters as needed • Manage project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved • Assist with problem resolution or risk mitigation as needed • Manage the integration of vendor/subcontractor tasks as well as track and review vendor/subcontractor deliverables, if appropriate for the project • Conduct project closure activities to formalize and communicate the project acceptance, handover documentation, and ongoing activities. This includes completing a post-implementation review to identify areas of improvement • Identify project management coordination process gaps or areas for improvement. Recommends and implements solutions • Utilize Ahead systems (Salesforce, financial force, etc.) to maintain updated project information

• Responsible for the design, configuration, development, and implementation of ServiceNow-based enterprise solutions supporting IT Service Management (ITSM), case management, workflow automation, and digital service delivery • Ensures delivery of scalable, secure, and compliant solutions aligned with customer’s enterprise architecture, cybersecurity standards, and business objectives • Provides technical expertise across the full project lifecycle, including platform configuration and customization, integrations, data migration, DevSecOps alignment, IAM integration, testing, deployment, and environment management • Supports proof-of-concept efforts, evaluates technical alternatives, mitigates implementation risks, and ensures adherence to ServiceNow best practices, governance standards, and change management processes • Collaborates closely with business and technical stakeholders to ensure solution quality, performance optimization, and long-term platform sustainment • Responsible for designing detailed technical solutions to achieve project goals and ensures alignment of individual software projects with overall business strategy and technology standards • Provides recommendations and roadmaps for proposed solutions and performs design, debug, and performance analysis on solutions • Documents and share best practice knowledge for new solutions and advocates for process improvements and helping develop solutions providing technical leadership to a team throughout the project lifecycle • Develops proof-of-concept projects to validate proposed solutions, reviews and validates solutions designs from other team members • Collaborates closely with development teams to oversee solution implementation • Evaluates project constraints to identify alternatives, mitigate risks, and potentially re-engineer processes • Acts as a liaison between technical and non-technical stakeholders • Prepare detailed specifications for application builds • Assist with user story creation and grooming • Responsible for coding, testing, debugging, and creating technical documentation • Technical knowledge and responsibility of all phases of applications systems analysis and programming • Understands the business or function for which the application is designed • Instructing, directing, and checking the work of other technical team members • Adept at developing front-end portals, and back-end console development • Experience with programming languages and databases including PHP, HTML, CSS, JavaScript, and JSON • Experience building scoped applications

• Develop, configure, and customize solutions on the ServiceNow platform according to business requirements and platform best practices; • Participate in the implementation, integration, and maintenance of ServiceNow modules and applications; • Collaborate with technical teams and business stakeholders to elicit and detail requirements; • Develop and maintain integrations, automation workflows, and enhancements that improve operational efficiency; • Perform testing, fixes, and validations to ensure the quality, stability, and performance of delivered solutions; • Support incident, problem, and request resolution related to the ServiceNow platform; • Ensure solutions comply with development, security, governance, and configuration management standards; • Contribute to continuous improvement of processes, the platform, and agile development practices;

• 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.