• Understand and document business requirements and user stories for ServiceNow implementations. • Define customer needs, determine strategies, develop plans/proposals and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness • Own business requirements and agreement of priorities with clients/end users • Conduct impact analysis on existing business process and function • Produce functional specifications, wireframes, and mock-ups for delivery teams • Partner with technical team to conduct demos and show & tells with client end users • Contribute to writing test scripts including acceptance criteria • Facilitate testing/UAT and obtain agreement on priorities with client / end users

• Provide contract-facing delivery control • Sprint reporting • Staffing continuity • Invoice-period support • Quality review • Manage the contract rhythm without overburdening the key developer • Coordinate sprint planning inputs • Weekly status reporting • Risk/issue tracking • Staffing coverage • COR communications • Invoice-period reporting • Quality review • Compliance follow-through

• Project planning and scope definition • Defining required resources to ensure project quality and on-time, on-budget delivery • Coordinating resource allocation (internal and external) • Managing the project budget • Monitoring deliverables using best-practice methodologies • Ensuring documentation of critical activities • Managing project change requests and their impacts on schedule and resource allocation • Organizing and leading regular status meetings and project reviews • Managing a portfolio of projects or clients with low complexity

• Develop and implement effective training strategies and programs to support organizational change initiatives, including ServiceNow implementation, configuration, and administration. • Create training programs using the ADDIE instructional model. • Responsible for stakeholder interviews, material development, document management, training onsite and online, and collecting and reporting training statistics such as participant attendance and training feedback. • Conduct stakeholder interviews and needs analysis for training program • Responsible for material creation and document management • Conduct live and recorded digital training sessions • Manage the training program and report attendance statistics • Apply adult learning principles and the ADDIE model in developing the program • Facilitate internal new hire onboarding training, as well as government customer training