Resource Management Concepts, Inc.

ServiceNow

• Administer and maintain ServiceNow IT Asset Management (ITAM), IT Operations Management (ITOM), Service Catalog, and related platform capabilities.
• Develop comprehensive Standard Operating Procedures (SOPs) for all ITAM and Catalog processes. Conduct mandatory, recurring cross-training sessions with the core internal ServiceNow team to ensure baseline ITAM administration knowledge is established in-house.
• Support purchase order and contract tracking, including record creation, updates, reconciliation, reporting, and data-quality reviews.
• Create, configure, test, publish, and maintain catalog items, record producers, variables, approvals, and fulfillment workflows.
• Manage hardware and software asset records throughout the asset lifecycle, including receiving, inventory, assignment, transfer, refresh, retirement, and disposal.
• Partner with customer stakeholders, process owners, and technical teams to document requirements, prioritize requests, and recommend practical ServiceNow solutions.
• Develop and maintain reports, dashboards, procedures, and administrative documentation.
• Troubleshoot incidents and requests, resolve platform or data issues, and escalate complex technical problems when appropriate.
• Act as the technical bridge between the customer and the core CLOUD CITI ServiceNow team for complex discovery, event management, or integration failures.
• Maintain and validate Configuration Management Database (CMDB) and ITOM-related records using established data standards and governance procedures.
• Analyze configuration item, relationship, event, alert, service, and asset data to identify gaps, duplicates, ownership issues, and reconciliation problems.
• Support service and application owners with data reviews, operational reporting, dashboards, and recurring data-quality metrics.
• Assist with ITOM process documentation, user support, backlog refinement, testing, and coordination of changes to existing capabilities.
• Review existing workflows and operational processes and recommend improvements that strengthen accuracy, traceability, and customer support.

ServiceNow Administrator

Proposal Manager

• Lead end-to-end proposal development activities, including kickoff, scheduling, compliance management, content development, color team reviews, and final delivery.
• Develop and execute win strategies aligned to business goals, increasing overall probability of win (Pwin).
• Analyze and interpret solicitation documents (RFPs, RFIs, SOWs, PWS, CDRLs) to ensure compliance and inform proposal approach.
• Partner with capture managers and leadership to shape competitive positioning and differentiated solutions.
• Manage and coordinate cross-functional proposal teams, including writers, SMEs, technical contributors, pricing, and graphics.
• Facilitate color team reviews and drive iterative improvements based on structured feedback.
• Enhance proposal operations by refining templates, tools, and standard processes.
• Ensure all submissions meet compliance standards, quality expectations, and strict deadlines.