• Administer and support ServiceNow and Jira platforms • Manage users, roles, groups, permissions, and access governance • Oversee platform health, upgrades, and release coordination • Maintain platform standards, naming conventions, and governance controls • Configure forms, fields, workflows, and approval processes • Manage SLAs, notifications, queues, and assignment rules • Configure Jira workflows, boards, issue types, and permissions • Deliver enhancements through structured intake and release cycles • Develop ServiceNow business rules, client scripts, and UI policies • Build Flow Designer automations and Jira automation rules • Perform minor scripting using JavaScript / GlideScript • Support API integrations using REST and webhooks • Troubleshoot automation and integration issues • Assist with CMDB data quality initiatives • Provide L2/L3 support for platform issues • Administer Jira and Confluence workflows, permissions, and spaces • Build dashboards, filters, and reports • Act as primary contact for platform-related issues • Create and maintain documentation

• 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