Role Description You will be the platform steward for ServiceNow, driving reliability, availability, security, and continuous improvement. You’ll design scalable solutions, lead enhancements and integrations, and ensure compliance with CSV/GxP requirements. Partnering across IT Operations, Cybersecurity, Enterprise Architecture, QA/ITQ, and business stakeholders, you’ll enable high-quality service delivery and measurable outcomes for the organization. Qualifications - Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field; or equivalent combination of education and experience. - 5+ years managing and maintaining large, enterprise systems in complex, matrixed organizations, with 3+ years directly administering and enhancing ServiceNow. - Expertise in ServiceNow architecture and administration, integrations (APIs, Integration Hub, MID Servers), CMDB/Discovery, and platform governance/security. - Experience operating in regulated environments with CSV/GxP or comparable compliance frameworks. - Strong communication skills and customer focus; ability to translate business needs into technical solutions and articulate trade-offs. - Methodical problem-solving with attention to detail; comfortable working with limited supervision and substantial latitude to plan, prioritize, and execute. Requirements - Lead platform operations and reliability for ServiceNow (ITSM, ITOM, CMDB, Discovery, Catalog/Request, Integration Hub; potentially SPM/HRSD). - Design solutions and implement enhancements, integrations, and workflow automation aligned to governance, security, and performance best practices. - Champion ITIL/ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration), define KPIs/SLAs, and drive continual service improvement. - Manage upgrades, patches, and release cycles; evaluate vendor updates for impact, test thoroughly, and coordinate deployment and change readiness. - Ensure compliance in a regulated environment; lead/participate in Computer Software Validation (CSV) activities and maintain complete, audit-ready documentation (e.g., 21 CFR Part 11, Annex 11). - Provide second-level support and enable first-level support with clear SOPs, work instructions, and knowledge articles; guide junior team members and vendors. - Coordinate cross-functional projects and delivery (Agile/Waterfall/Hybrid); manage backlogs, requirements, designs, testing, releases, and post-implementation support. Preferred qualifications - ServiceNow certifications: CSA, CAD, CIS (e.g., ITSM, Discovery, APM, HRSD), and ITOM. - ITIL Foundation v3/v4; intermediate ITIL certifications are a plus. - Project management certifications (PMP, PRINCE2, Scrum Master) and experience with DevOps/CI/CD for ServiceNow. - Familiarity with data privacy, access management, audit requirements, SOX controls, and life-sciences regulations (21 CFR Part 11, Annex 11). - Any combination of education and experience, which would provide an equivalent background to deliver against role expectations. Benefits - Medical, dental, vision, and prescription drug coverage with the option of a Health Savings Account with company contributions. - Industry leading 401(k) savings plan. - Insurance coverage and employee assistance programs. - Various wellness incentives. - Paid vacation time, sick time, and company holidays.

**Years of Experience:** *5 years of experience* **Education Requirements:*** Bachelor’s degree in IT, Computer Science, or related discipline* **Program Description:** *The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.* **Position Description:** *This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs. * **Responsibilities:** · *Responsible for configuring, implementing, and maintaining the ServiceNow platform to support Tier 1–3 services. * · *Developing custom applications, automating processes, maintaining documentation, and providing training and support to users. * *Identify opportunities for process improvement, ensure system integrity, and serve as a SME on ServiceNow sustainment and best practices.*

Role Description The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to: - Technical assistance for hardware, software, and network issues - Incident and problem resolution - Service request management - Infrastructure monitoring and support - Hardware and software lifecycle support - Management of escalation across all tiers This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs. - Responsible for configuring, implementing, and maintaining the ServiceNow platform to support Tier 1–3 services - Developing custom applications, automating processes, maintaining documentation, and providing training and support to users - Identify opportunities for process improvement, ensure system integrity, and serve as a SME on ServiceNow sustainment and best practices Qualifications - Bachelor’s degree in IT, Computer Science, or related discipline - Public trust security clearance Requirements - ServiceNow Certified Implementation Specialist – ITSM preferred - ServiceNow Certified Application Developer preferred Soft Skills - Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail. - Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. - Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills. - Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. - Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. - Results oriented: Able to drive things forward regardless of personal interest in the task. Benefits - Medical - Dental - Vision - AD&D - STD - LTD - Company paid Life Insurance - 401k with employer contribution - Paid Time Off - Pet Insurance

• Lead end-to-end ServiceNow FSM implementations from discovery through deployment. • Design scalable, best-practice ServiceNow FSM solutions that leverage out-of-the-box capabilities wherever possible. • Facilitate client workshops to gather requirements and translate business needs into technical solutions. • Provide technical leadership to development teams throughout project delivery. • Review solution designs, configurations, integrations, and customizations to ensure quality and scalability. • Partner with project managers to estimate effort, identify risks, and drive successful project delivery. • Support pre-sales by leading discovery sessions, solution demonstrations, architecture discussions, project scoping, effort estimation, and Statement of Work creation. • Act as a trusted advisor to clients throughout implementation and ongoing platform evolution. • Mentor junior consultants and developers on ServiceNow FSM best practices.