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

• 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

Staff Engineer II – ServiceNow Developer

• 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
• Collaborate with ServiceNow Product Managers, Business Analysts and Architects to review requirements and provide and implement design recommendations
• Support and 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 Tech Lead – ServiceNow

• Design, configure, and support core ServiceNow platform components, including tables, roles, access controls, assignment groups, workflows, and integrations
• Provide technical oversight and fulfillment for ServiceNow access and entitlements
• Diagnose and resolve complex, production-impacting ServiceNow issues related to performance, access, data integrity, and configuration
• Lead or contribute to the design and improvement of scalable, secure platform solutions aligned with enterprise standards
• Triage and resolve high-complexity or high-visibility ServiceNow incidents
• Reduce operational noise by correcting platform configuration gaps, improving routing logic, and addressing poor intake patterns
• Own and maintain authoritative ServiceNow platform documentation, with a focus on driving self-service adoption and preventing avoidable incidents
• Identify and remediate gaps in documentation or process clarity that result in misrouted tickets, manual remediation, or unnecessary escalation
• Assist with expansion of an automated fulfillment catalog for our teams
• Partner with ServiceNow Core Engineering, Platform Support, IAM, and Knowledge Management teams to ensure clear ownership and sustainable operational practices
• Contribute to continuous improvement initiatives, including automation, standardization, and reduction of manual or error-prone processes
• Communicate technical concepts, risks, and recommendations effectively to both technical and non-technical stakeholders.

Senior ServiceNow Engineer

• Design, configure, and develop custom applications and workflows within the ServiceNow platform.
• Customize ServiceNow forms, fields, business rules, workflows, UI policies, and UI actions.
• Implement and maintain integrations between ServiceNow and third-party systems using REST, SOAP, or other APIs.
• Perform platform upgrades, patches, and module deployments.
• Monitor the health, usage, and overall compliance of the ServiceNow platform.
• Work closely with business analysts, project managers, and collaborators to gather and analyze requirements.
• Participate in Agile/Scrum processes to deliver incremental improvements.
• Create and maintain technical documentation, including system design, configuration, and user guides.

ServiceNow Developer

• Define and manage the scope of configuration items (CIs) to be identified and controlled, ensure agreement on naming conventions, and establish configuration item baselines
• Maintain the overall integrity and accuracy of the CMDB including CI status information, central libraries, tools, common codes, and data
• Identify, accept, and record the receipt of new and updated CIs to be maintained in the CMDB and the relationships between them
• Verify changes to CI data are documented in an approved record and that the CMDB is updated once a change is implemented
• Evaluate and approve discovered CI data for accuracy and update discovery tools with new or updated CI data as needed
• Schedule and execute ongoing CMDB reconciliations and analyses to ensure CI data integrity and accuracy against discovery data and physical asset inventories; document any resulting corrective actions
• Assist with internal/external audit and regulatory compliance activities related to Configuration Management and the CMDB
• Design, develop, and produce reports on CMDB data, including management reports, impact analysis reports, and configuration status reports
• Support, propose and design the integration points with other key processes including Change Management, Incident and Problem Management, Infrastructure and Network Administration, etc.
• Monitor and measure Configuration Management process performance against defined KPIs and metrics
• Support the company’s commitment to protect the integrity and confidentiality of systems and data

Senior Systems Engineer, CMDB – ServiceNow

• Develop on the ServiceNow platform utilizing configuration and scripting on ServiceNow’s HR Service Delivery application
• Collaborate with other lead engineers and architects on defining coding standards, processes, tooling and frameworks required for the delivery of features in the sprint or product backlog
• Design, code, configure, unit test, maintain, and document software deliverables using agreed upon standards and tools
• Ensure that solutions delivered by self or team members are secure and scalable, comply with defined standards and best practices
• Ensure product backlog has appropriate technical stories and participates in their prioritization
• Responsible for application solution quality from design and implementation to deploy and run
• Responsible for communication and collaboration with key stakeholders in the delivery of features
• Maintain depth of technical understanding of third party/cloud solutions
• Evaluate technical impacts from and coordinates implementation of new product releases
• Participate in sizing and estimation activities within the agile team
• Communicate daily with the Scrum Master or Technical Product Owner and the Agile team on progress made, planned progress for the coming day, and reports any impediments/blockers
• Participate in code reviews and sprint retrospectives; ensuring their ideas for team continuous improvement are communicated so that the overall process and team can improve sprint by sprint and readily receives feedback for self-improvement
• Responsible for ensuring the quality of existing and new features through both manual and automated testing and use of continuous Integration techniques
• Collaborate with business analysts to confirm understanding of business requirements relating to features to be delivered and to help business analysts define requirements that can be delivered from a technical perspective
• Collaborate with User Experience (UX) designers to ensure designs produced can be translated efficiently into working solutions for feature delivery
• Educate and provide guidance to less-experienced staff

Lead Software Engineer – ServiceNow

• Develop and execute successful sales strategies to expand the CDW Intelligent Platforms customer base and achieve bookings, revenue, and gross profit targets.
• Establish a detailed, comprehensive understanding of all capabilities, service offerings, value proposition, market positioning, selling strategy and process, as well as key differentiators.
• Identify, engage, qualify, nurture, and secure new clients.
• Cultivate, manage, support, and grow relationships as part of the extended sales team with prospects and clients as a consultative seller.
• Proactively coordinate with CDW Intelligent Platforms teams—including Subject Matter Experts, Practice Leadership, Sales Management, and Marketing—to drive sales, meet company objectives, and exceed client expectations.
• Build strategic partnerships with the partner community—including ServiceNow, Adobe, and Salesforce—to identify and pursue collaborative opportunities for CDW and its partners.
• Understand industry landscapes and follow trends that impact our clients’ business risk, strategic decision-making, and budget planning and expenditure.
• Deliver accurate sales pipeline updates and forecasts.
• Consistently enter and update all relevant information in Salesforce to ensure data accuracy and completeness.

Senior Solution Executive – Intelligent Platforms – ServiceNow

• Support execution of ITSM RCSA cycles, including risk identification, inherent risk assessment, control mapping, and residual risk evaluation.
• Partner with ITSM process owners (Incident, Problem, Knowledge, Change, Asset, Configuration, Request, etc.) to identify key operational and technology risks.
• Document risks in enterprise risk tools (e.g., Archer, GRC platforms).
• Maintain risk statements, causes, impacts, and control relationships in accordance with enterprise risk taxonomy.
• Document and maintain key controls aligned to ITSM processes and regulatory / policy expectations.
• Perform control design and operational effectiveness assessments, including control evidence review, gap identification and remediation tracking.
• Support issue management for control deficiencies, audit findings, and risk events.
• Coordinate with Internal Audit and Second Line Risk during reviews and validations.
• Develop, maintain, and report ITSM risk metrics, including Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs).
• Ensure metrics are Enterprise‑sourced, well-defined with thresholds and escalation criteria, aligned to ITSM control objectives.
• Analyze trends, breaches, and emerging risks; provide clear executive‑level summaries and visualizations.
• Prepare RCSA summaries, control status reports, and metric dashboards for management and risk committees.
• Support regulatory, audit, and compliance responses related to ITSM risk and controls.
• Ensure ongoing alignment with enterprise risk frameworks, policies, and standards.
• Identify opportunities to enhance ITSM risk coverage, control maturity, and metric quality.
• Drive consistency and standardization across ITSM processes for risk and control documentation.
• Promote a risk‑aware culture within ITSM teams.

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