• Lead the architecture, design, and implementation of ServiceNow solutions • Translate customer requirements into scalable ServiceNow designs • Serve as the senior technical advisor for ServiceNow projects • Guide platform decisions related to configuration versus customization • Lead discovery sessions, requirements workshops, process design sessions • Communicate complex technical concepts clearly • Provide hands-on support for ServiceNow configuration, development • Ensure delivery teams maintain traceability from requirements to design • Lead CMDB and CSDM design efforts • Ensure ServiceNow solutions align with applicable security requirements • Mentor ServiceNow developers, administrators, business analysts, testers

• Work on the development, configuration and maintenance of solutions within the FSO module, ensuring alignment with business requirements; • Design and implement integrations between ServiceNow and corporate systems using REST, SOAP, IntegrationHub or middleware; • Develop and customize Service Portals, widgets and user interfaces; • Collaborate with architecture, governance and business teams to apply best practices; • Perform technical analysis, testing, troubleshooting and performance optimization; • Prepare and maintain technical documentation for implemented solutions and workflows; • Support rollout projects, upgrades and continuous improvements on the platform;

• 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