ServiceNow

• Provide direct leadership and oversight to the ServiceNow Platform Operations team, including administrators, and operational support staff.
• Set clear performance expectations, conduct regular coaching and feedback, and support the professional growth of team members.
• Lead career development planning, skill-building programs, and cross-training to strengthen team capability and resilience.
• Conduct annual performance reviews, contribute to goal setting, and partner with leadership on development planning.
• Identify capacity gaps or performance challenges and provide additional support, mentoring, or corrective action where needed.
• Foster a collaborative, inclusive, and accountable team culture aligned with university values and IT service standards.
• Be a primary operational lead for the ServiceNow platform's core functionality, ensuring execution of daily processes.
• Oversee ticket triage, classification, and resolution across the ServiceNow request, incident, and enhancement queues.
• Conduct ongoing SLA monitoring, performance reporting, and ticket aging analysis to maintain service standards.
• Act as escalation point for complex issues and coordinate with internal and external support teams to lead resolution.
• Manage the end-to-end intake process for platform work requests, from initial business engagement through assignment and execution.
• Collaborate with business units and technical teams to translate stakeholder needs into actionable backlog items.
• Ensure prioritization processes are aligned with university goals, capacity constraints, and platform strategy.
• Partner with leadership to track demand trends and surface important insights to inform resource planning.
• Lead daily SCRUMs and sprint planning meetings, facilitating Agile best practices across the platform operations team.
• Maintain visibility into work in progress, identifying blockers and ensuring understanding on deliverables and timelines.
• Coordinate with developers, administrators, and analysts to balance workloads, manage dependencies, and ensure high-quality execution.
• Support backlog grooming and internal prioritization according to team capacity and our priorities.
• Manage operational schedules for cloning, patching, and other platform maintenance cycles, including communication with impacted teams.
• Support user acceptance testing (UAT) for platform upgrades and major releases, including planning, documentation, and issue tracking.
• Ensure communication between platform users, business SMEs, and developers to ensure readiness for upcoming changes.
• Identify opportunities to reduce manual overhead through automation, standardization, and tooling improvements.
• Promote operational consistency by documenting recurring processes, workflows, and standard operating procedures.
• Partner with platform leadership to evaluate current practices, recommend enhancements, and implement best practices that improve reliability and efficiency.
• Be a operational liaison between internal partners and third-party vendors or Managed Service Providers (MSP).
• Monitor and manage vendor performance, coordinate enhancement cycles, and ensure agreement on contract expectations.
• Communicate platform updates, priorities, and issues to team members and leadership in a timely and professional manner.
• Support vendor onboarding, documentation, and knowledge transfer for external resources.
• Other responsibilities as assigned.

ServiceNow Platform Operations Manager

• Design, build, and maintain ServiceNow APM solutions, including application onboarding, lifecycle management, and compliance tracking
• Configure and extend data models (APM, CMDB, CSDM), workflows, forms, and governance pipelines
• Develop scripts (Business Rules, Client Scripts, Script Includes) and automations using Flow Designer
• Build integrations using REST APIs and IntegrationHub
• Create dashboards and performance analytics for application portfolio visibility, lifecycle tracking, and risk insights
• Ensure scalable, high-performing, and maintainable platform solutions
• Support governance processes such as onboarding workflows, ARB reviews, and stage-gated approvals
• Maintain application inventory, ownership, and classification data
• Partner with architecture, IAM, risk, and control teams to ensure accurate data and audit readiness
• Identify and implement automation opportunities using ServiceNow, Flow Designer, and Power Platform tools
• Leverage Microsoft Copilot and ServiceNow AI to generate insights, summaries, and workflow improvements
• Collaborate with stakeholders to gather requirements and drive adoption of governance solutions

Enterprise Architecture Governance – ServiceNow Solution Engineer, AVP

• Configure and support core ITSM modules including Incident, Problem, Change, Request, Knowledge, and CMDB.
• Develop and maintain platform functionality using JavaScript, including: Business Rules, Client Scripts, Script Includes.
• Design and implement automation using Flow Designer / Workflow Data Fabric, including approvals, notifications, and orchestration.
• Configure and manage Access Control Lists to ensure proper security and data access.
• Build, customize, and support Employee Service Center Portal components, including pages and portal widgets.
• Support and maintain integrations using REST APIs, ServiceNow Spokes, and Service Graph Connectors ensuring secure and reliable data exchange with external systems.
• Create and maintain reports, dashboards, and performance metrics to support operational visibility.
• Manage update sets, perform testing, and support platform upgrades and patches.
• Troubleshoot and resolve platform issues, providing tiered support as needed.
• Maintain technical documentation, configuration standards, and best practices.
• Collaborate within a small, agile team working across technical and operational groups to support end-to-end ServiceNow delivery.

ServiceNow Administrator

• Responsible for design, development, configuration, enhancement, and maintenance of ServiceNow applications
• Serve as a senior technical resource for implementing scalable, secure, and efficient ServiceNow solutions
• Collaborate with business stakeholders, program leadership, and technical teams to gather requirements
• Design, develop, configure, test, and maintain ServiceNow applications, modules, workflows, forms, business rules, client scripts, UI policies, integrations, and related platform components
• Lead the development and enhancement of ServiceNow capabilities across ITSM and other supported modules
• Troubleshoot and resolve issues related to ServiceNow application functionality and performance
• Support platform governance by following established development standards

ServiceNow Developer III

• 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

• Provide technical oversight and support across all areas of the RTX ServiceNow platform.
• Ensure solutions are built in accordance with best practices while ensuring adherence to RTX Governance, compliance and organizational standards.
• Provide resolution and guidance on complex technical issues while serving as the U.S.-based Senior ServiceNow Technical Lead.
• Provide guidance in alignment to best practices and standards on integrations between ServiceNow and other enterprise systems (e.g. Workday, Salesforce).
• Collaborate with ServiceNow Product Managers, Business Analysts and Architects to review requirements and provide and implement design recommendations.
• Support upgrades, patches and health checks to ensure overall sustainability of the ServiceNow platform.
• Stay current on ServiceNow platform updates, new features and industry trends.
• Proactively propose enhancements and other platform improvements to drive continuous improvement of the ServiceNow platform.

Senior ServiceNow Tech Lead

• Ensure stable, scalable, and secure delivery of ServiceNow capabilities across IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and related enterprise workflows
• Design, develop, configure, and customize ServiceNow applications and platform capabilities using industry best practices
• Configure and extend core ServiceNow modules such as Incident, Problem, Change, Request, Service Catalog, CMDB, and Knowledge Management
• Develop and maintain workflows, Flow Designer flows, business rules, UI policies, client scripts, and server-side scripts using JavaScript
• Design and support integrations with enterprise systems using REST, SOAP, APIs, MID Server, and data sources
• Support CMDB and CSDM implementations, including data modeling, reconciliation, discovery, and data integrity
• Enable automation and orchestration to reduce manual effort and improve service delivery efficiency
• Support ServiceNow environment health across development, test, and production instances
• Perform platform upgrades, patching, and release management activities in alignment with organizational change controls
• Monitor system performance and availability, proactively addressing risks to reduce service degradation or outages
• Develop dashboards, KPIs, and reports to provide operational visibility into service performance, compliance, and risk
• Partner with stakeholders to translate business requirements into measurable ServiceNow outcomes
• Collaborate with product owners, architects, infrastructure teams, and business stakeholders to gather requirements and deliver technical solutions
• Participate in Agile/Scrum ceremonies, including grooming, sprint planning, testing, and retrospectives
• Create and maintain technical documentation for configurations, integrations, and platform standards

Senior Software Engineer – ServiceNow Technology Engineer/Platform Engineer

• Lead strategic planning for technical solutions
• Design reliable engineering practices
• Maintain technical documentation
• Develop, configure, and maintain ServiceNow ITSM applications
• Streamline and optimize service delivery processes
• Manage the ServiceNow ITAM applications
• Track and manage IT assets throughout their lifecycle
• Leverage ServiceNow ITOM applications to monitor and manage the health and performance of IT services and infrastructure
• Maintain and optimize the ServiceNow CMDB to ensure accurate and up-to-date configuration data
• Manage relationships between configuration items and ensure data integrity
• Manage the entire lifecycle of a threat in Security Operations (SecOps)
• Automate the prioritization, grouping, and patching of vulnerabilities

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