ServiceNow

• The ServiceNow Manager manages the daily operation and delivery of the ServiceNow platform and services across the organization, with a strong focus on execution, service quality, and user experience.
• This role ensures the effective use and ongoing support of the ServiceNow platform, manages service delivery processes, and provides direct oversight of incident, request, change, and asset management activities.
• The ServiceNow Manager supervises and develops team members, ensures timely resolution of issues and requests, and creates and maintains processes that align IT services with business needs.
• This role monitors service performance and drives continuous improvement efforts to enhance efficiency and customer satisfaction.

ServiceNow Manager

• Serve as a ServiceNow developer supporting initiatives within ITOM domains.
• The Analyst will provide operational support and participate in platform configuration, maintenance, governance, and documentation activities, collaborating with technical and business teams.
• Support basic configurations and maintenance in the ITOM module.
• Assist in platform administration and sustainment (tasks, queues, minor adjustments, initial troubleshooting).
• Participate in workshops, stakeholder interactions, and requirements gathering.
• Contribute to the creation and updating of documentation, KB articles, operational procedures, and internal guides.
• Support existing integrations by performing initial analyses and escalating incidents when necessary.
• Collaborate on platform governance (controls, access management, versioning, testing).

Senior Analyst, ServiceNow ITOM

• Help translate complex business requirements into technical designs and solutions using ServiceNow.
• Lead the development of ServiceNow applications, ensuring alignment with business objectives and best practices.
• Provide technical expertise and guidance to other ServiceNow developers.
• Develop, configure, and enhance ServiceNow applications.
• Stay current with ServiceNow products, features, and industry trends to drive innovation.
• Conduct technical assessments and provide recommendations for improving existing ServiceNow implementations.
• Conduct reviews of functionality developed by ServiceNow development team and perform unit, system, and integration testing.
• Debug and fix technical problems.
• Support the development of detailed technical and functional documentation.
• Provide demonstrations of developed applications to product owners and end users.
• Participate in platform upgrade activities, including regression testing and reconfiguration.
• Ensure the security, scalability, and maintainability of ServiceNow solutions.

ServiceNow Developer

• The ServiceNow Shared Service Analyst is responsible for providing broad expertise and hands-on support to the People Services and Operations function and key stakeholders through ServiceNow.
• This role ensures optimization of the ServiceNow technology, including process workflows, case management and the portal experience.
• The incumbent collaborates with cross-functional partners and third-party vendors to support continuous process improvement, metrics and reporting, and special projects in support of Human Resources goals.

Shared Services Systems Analyst – ServiceNow

• Optimize the business functions at USPS
• Provide day-to-day platform administration, user support, configuration management, upgrade support, integration coordination, change management support, data quality oversight, audit support, and architectural guidance
• Ensure the platform effectively supports business operations and IT Service Management requirements
• Enhance the customer's operational capabilities and drive efficiency
• Shape and sustain solutions that have a meaningful and lasting impact on the customer’s goals

ServiceNow Administrator – Architect

• Drive OCM project activities such as leading the product/project side of change which may include creating actionable deliverables that support communication and training other OCM deliverables and efforts, managing resistance to change and help in ensuring user readiness
• Support change efforts on multiple programs by assisting in execution of stakeholder assessment and change impact assessment interviews and focus groups; assist with development of communication, engagement, and training plans to document specific actions required to enable change
• Execute communication, engagement, and training plans by developing written, verbal, presentation, video mode, as well as deliverables for client delivery
• Organize, coordinate, and improve Organizational Change Management (OCM) governance, standards, and reporting capability within the team by establishing formal, routine governance for the review of project progress dashboards, map project metrics and rolling-up metrics to OCM team dashboards and analyze and report on OCM maturity progress
• Maintain OCM content repository and ensure that documents conform to standards and storage retention procedures; Support OCM Leadership with Knowledge and Standards, including required standard and ad-hoc requests, incorporate industry best practices and implement standards, key measures, tools and metrics
• Develop and coordinate project performance measurement reporting, drawing on OCM tools and data to provide reporting assistance to OCM Leadership and develop and execute functions to ensure adoption of new systems and processes with the OCM Team

Senior Organizational Change Management Specialist – ServiceNow, AI

• Own the complete ServiceNow platform lifecycle including multi-year roadmap development, investment prioritization, and alignment with enterprise digital transformation initiatives
• Define platform governance frameworks, architectural standards, and development guardrails that balance innovation with stability
• Drive platform value realization through metrics, KPIs, and business outcome tracking; demonstrate ROI and cost optimization opportunities
• Partner with Enterprise Architecture and business leadership to ensure ServiceNow serves as the system of action for IT and enterprise workflows
• Lead platform licensing strategy, entitlement optimization, and vendor relationship management
• Design and evolve scalable, secure, high-availability architecture across all ServiceNow modules with expansion readiness for emerging capabilities (IRM, HRSD, CSM, Enterprise Architecture)
• Manage release calendar coordination, deployment orchestration, and stakeholder communication across all ServiceNow changes
• Lead, mentor, and develop a direct team of ServiceNow developers and administrators, fostering technical growth and career progression
• Ensure platform adherence to SOX controls, audit requirements, and regulatory standards through disciplined SDLC practices

Senior Manager – ServiceNow Platform Architecture, Engineering

• Lead project teams to deploy solutions on the ServiceNow platform
• Lead complex programs of multiple resources
• Lead the architecture and design of complex solutions
• Lead the creation of written deliverables
• Lead client demos and working sessions
• Lead integration design sessions
• Lead client workshops as process and technical expert
• Escalation point for project team
• Work to influence team members, broader internal team, and external customers, likely including senior management, to agree and accept new concepts, practices, and approaches
• Obtain and maintain certifications with associated qualifications
• Maintain expert level certifications
• Identify and communicate opportunities
• Participate in pre-sales cycle as technical expert
• Provide thought leadership to Ahead and our customers
• Communicate with external customers, which may include top management, on matters that require explanation, interpretation, and / or advising
• Generate differentiated marketing thought leadership for marketing
• Craft innovative and high impact solutions for complex client programs, relying on large teams to implement
• Contribute to projects/programs that may address future concepts, products, and technologies
• Drive consensus with customer in solving complex solutions

Principal Technical Consultant – ServiceNow, ITOM

• Design, develop, configure, and maintain ServiceNow applications and modules such as ITSM
• Build and maintain custom ServiceNow functionality using Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Flow Designer / Workflows, Catalog Items, Record Producers, Service Portal / Employee Center
• Implement and optimize integrations using REST/SOAP APIs
• Configure and enhance Employee Center Pro experiences and HR service workflows
• Develop and maintain GRC controls, policy/compliance workflows, and reporting dashboards
• Support SecOps and VR use cases such as vulnerability ingestion, remediation workflows, and security incident management
• Provide technical leadership and mentoring for junior developers and administrators
• Collaborate with platform owners, architects, and business stakeholders to translate requirements into technical solutions
• Ensure adherence to ServiceNow best practices, SDLC processes, and governance standards
• Participate in code reviews, testing, deployment, and production support

Senior ServiceNow Developer

• Create and execute test plans, cases, and scripts for manual and automated testing.
• Validate quality across ServiceNow enhancements, upgrades, and releases.
• Perform functional, regression, integration, and end-to-end testing to ensure readiness.
• Identify, document, track, and resolve defects.
• Work with developers to troubleshoot issues, validate fixes, and retest before closure.
• Conduct performance, load, stress, and security testing to assess reliability, scalability, and compliance.
• Support testing for ServiceNow upgrades and scheduled releases.
• Work with product owners, developers, and stakeholders to review and understand requirements.
• Build and maintain automated test scripts to improve efficiency, repeatability, and coverage.

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