• Developing and enhancing ITSM processes including Incident Management, Change Management, Problem Management, Asset Management, Service Catalog. • Developing and maintaining scripts, integrations, and APIs to extend ServiceNow's functionality and integrate with other systems. • Creating and maintaining workflows, business rules, UI policies, detailed technical specifications and documentation. • Working closely with stakeholders to understand their requirements and translate them into technical solutions within the ServiceNow platform. • Collaborating with key stakeholders to identify areas for process improvement and automation using ServiceNow capabilities. • Presenting status updates to key stakeholders while participating in software design, project planning, and monitoring its performance in production

• Lead the full lifecycle of the ServiceNow implementation program, from planning and design through deployment and stabilization • Collaborate with stakeholders across IT, operations, and business units to define requirements, scope, and success criteria • Manage vendor relationships, including ServiceNow partners and system integrators • Develop and maintain detailed project plans, timelines, and budgets • Ensure alignment with enterprise architecture, security, and compliance standards • Drive change management, training, and communication strategies to support adoption • Monitor program performance, manage risks, and resolve issues proactively • Provide regular updates to executive leadership and key stakeholders

• Serve as a technical advisor and day-to-day point of contact for assigned ServiceNow client stakeholders. • Support projects of varying size to drive technology transformation and ensure solutions meet quality standards and objectives. • Create and maintain architecture artifacts aligned to business/IT strategy and established platform standards. • Contribute to ServiceNow platform architecture and governance (standards, roadmaps, and design patterns) under senior guidance. • Support multi-module ServiceNow implementations across IT workflows and enterprise functions (e.g., ITSM/CMDB-CSDM, HRSD, SPM, and related capabilities). • Assist in designing ServiceNow integrations using APIs and event-driven patterns, and contribute to secure data/service models. • Analyze current-state capabilities, identify improvement opportunities (cost, efficiency, experience), and support target-state and gap assessments. • Support compliance with architectural standards, change control, and data management; stay current on ServiceNow releases and emerging tech.

• Own platform architecture, governance, and development standards; evolve the enterprise platform roadmap aligned to business, application, integration, security, and data architecture. • Design enterprise integrations using API-led and event-driven patterns. • Lead multi-module implementations and cross-functional solution design. • Architect ServiceNow capabilities for one or more of the following: ITSM/CMDB-CSDM, HRSD, SPM, Discovery & Service Mapping, Virtual Agent, SIR, GRC/IRM, and SAM/HAM. • Define target-state architectures, automation strategies, and data/service models that improve efficiency, compliance, and user experience. • Establish reporting/KPI frameworks and executive dashboards to measure outcomes and value realization.