Müller's Solutions

ServiceNow

• Develop and customize ServiceNow applications and modules based on business requirements.
• Collaborate with cross-functional teams to gather and analyze requirements.
• Implement and manage ServiceNow integrations with third-party platforms and data sources.
• Conduct testing, debugging, and performance tuning to ensure efficient system operation.
• Document development processes, application designs, and technical specifications.
• Provide technical support and training to users when necessary.
• Stay updated with new ServiceNow features and best practices to continuously improve implementations.

ServiceNow Developer

• Conduct in-depth analysis of customer requirements and translate them into actionable ServiceNow technical solutions.
• Design, develop, and implement ServiceNow applications, ensuring they align with business needs.
• Provide technical guidance on ITSM processes and best practices to clients and internal teams.
• Assist in the integration of ServiceNow with other enterprise applications and services.
• Collaborate with developers and functional consultants to ensure a seamless implementation of solutions.
• Perform system administration tasks and manage application performance tuning.
• Stay informed about new ServiceNow features and industry trends to recommend improvements.

ServiceNow Technical Consultant

• Manage and maintain all aspects of the ServiceNow platform, including system configuration, module updates, and user management.
• Support platform upgrades and new implementations, working closely with stakeholders to assess needs and ensure timely delivery.
• Monitor system performance, identify issues, and implement corrective actions to optimize functionality.
• Develop and maintain documentation for system configuration, administration processes, and user guides.
• Provide technical support for users, troubleshooting issues, and escalating when necessary.
• Stay informed about ServiceNow updates and best practices to recommend improvements and enhancements.

ServiceNow System Administrator

• Engage with stakeholders to gather business requirements and translate them into technical designs for ServiceNow solutions.
• Architect, design, and implement ServiceNow solutions that meet the unique needs of our clients.
• Lead solution development, ensuring integration with other systems and adherence to security and compliance standards.
• Provide mentorship and guidance to developers and project teams throughout the entire implementation process.
• Perform system testing, quality assurance, and user acceptance testing to ensure solutions meet client expectations.
• Develop and maintain comprehensive documentation for architectures, configurations, and process workflows.
• Keep abreast of the latest ServiceNow features and industry trends to recommend enhancements and optimizations.
• Conduct training sessions for end-users to ensure effective utilization of the ServiceNow platform.

ServiceNow Platform Architect – Solution Architect

• Collaborate with stakeholders to gather, analyze, and document business requirements related to ServiceNow implementations.
• Conduct process analysis and mapping to identify opportunities for improvement within ServiceNow.
• Translate business requirements into functional specifications for the technical team.
• Facilitate workshops and meetings to interface with users and gather feedback on ServiceNow solutions.
• Assist in the development of test cases and conduct user acceptance testing (UAT) to validate solutions.
• Provide support and training to users to promote understanding of ServiceNow functionalities.
• Monitor and analyze metrics to recommend improvements and enhancements to existing processes.

ServiceNow Business Analyst

• Collaborate with clients to gather and document business requirements and process workflows.
• Configure and customize ServiceNow applications based on client needs, focusing on modules such as Incident, Problem, Change, and Service Catalog.
• Conduct workshops and process mapping sessions to establish best practices within ServiceNow.
• Participate in user acceptance testing (UAT) and assist in the go-live support process.
• Provide ongoing support and training for users to enhance their understanding and utilization of the ServiceNow platform.
• Work closely with technical teams to ensure seamless integration between ServiceNow and other enterprise applications.
• Stay updated on the latest ServiceNow features and industry trends to continuously provide value to clients.

ServiceNow Functional Consultant

• As ServiceNow AI & ITSM Solution Architect at Müller Solutions, responsible for designing, leading, and delivering AI-enabled ServiceNow solutions across Service Desk (ITSM), Field Service Management (FSM), and Asset Management (ITAM/SAM/HAM).
• Owns end-to-end solution architecture, ensuring that ServiceNow AI capabilities are effectively aligned with business processes.
• Acts as the primary technical and functional authority for AI-driven ServiceNow transformations.
• Design end-to-end AI-enabled ServiceNow architectures across ITSM, FSM, and Asset Management.
• Translate business pain points into practical AI use cases.
• Define AI adoption roadmaps aligned with operational maturity and data readiness.
• Ensure alignment with ITIL v4, ServiceNow best practices, and platform governance.
• Architect and implement Virtual Agent & conversational AI, GenAI-based knowledge search, and predictive intelligence for classification, routing, and prioritization.
• Enable AI-driven incident deflection, auto-triage, and resolution recommendations.
• Optimize KPIs including MTTR, FCR, deflection rate, and CSAT.
• Lead AI-supported ITAM / SAM / HAM initiatives, ensuring high-quality CMDB aligned with CSDM standards.
• Collaborate with platform engineers on integrations and performance optimization.

Senior ServiceNow ITSM Architect, AI, ITAM

• Analyze client requirements and design EPPM solutions within the SAP Project Systems framework.
• Configure and implement SAP PS functionalities to support project planning, execution, and monitoring.
• Collaborate with cross-functional teams to ensure integration of EPPM solutions with other SAP modules, such as Finance (FI) and Controlling (CO).
• Conduct workshops and training sessions to educate clients on SAP EPPM and PS best practices.
• Provide ongoing support and troubleshooting of EPPM-related issues during the contract period.
• Document all configurations, processes, and methodologies for future reference.
• Stay informed about the latest enhancements in the SAP landscape, particularly related to EPPM and project management.