ServiceNow

• Develop and enhance ServiceNow applications and workflows within HRSD and ITSM products along with other modules in the future.
• Implement integrations between ServiceNow and enterprise systems such as HRIS (e.g., Workday), ERP, and project management tools.
• Maintain custom integrations leveraging a variety of technologies (e.g., JDBC, REST, flat file, etc.), evaluating and configuration Integration Hub spokes, and UI customizations.
• Ensure platform performance, security, and compliance with internal policies and industry standards.
• Participate in Agile development processes.

ServiceNow Developer

• Guiding various project teams and Client organizations on how to use Agile/Scrum practices and values to delight AHEADs Clients
• Guides assigned project team on how to get the most of out self-organization
• Guides assigned project teams on self-organizing to fill in the intentional gaps left in the Agile/Scrum frameworks
• Assesses the Scrum maturity of the project team and organization and coaching the team to higher levels of maturity, at a pace that is sustainable and comfortable for the project team and Client organization
• Removes impediments and/or guides the team to remove impediments by finding the right personnel to remove the impediment
• Builds a trusting environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving
• Facilitates getting work done without coercion, assigning, or dictating the work
• Facilitates discussion, decision making, and conflict resolution
• Assisting with internal and external communication, improving transparency, and radiating information
• Supporting and educating the Product Sponsor, especially on grooming and maintaining the product backlog
• Providing all support to the team using a servant leadership style whenever possible, and leading by example
• Perform analysis of utilization of resources for projects in execution and measuring for future resource allocation needs
• Establish and drive ongoing development and tracking of additional services revenue opportunities within the client’s environment
• Understands client needs and matches them to relevant services or products; manages client expectations
• Understands and communicates goals and critical success factors for the project; sells ideas persuasively and paces the communications properly (Communication)
• Plan and coordinate all aspects of technical projects from initiation through deliver
• Ensure service delivery success and Client satisfaction through effective project management
• Manage project initiation activities, which include the identification of contractual obligations, client needs and goals, existing situations, and necessary contacts. Gain access to existing information as needed
• Develop, define, and execute project plans, project scope, activities, schedules, budgets and deliverables
• Identify needed resources for projects while defining and assigning major project roles
• Coordinate activities and tasks among project team members, other internal departments, and client or vendor/subcontractor organizations as needed to meet project goals, and ensures project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope
• Assign and monitor work of project team, providing technical and analytical support and direction
• Interface with clients on technical matters as needed
• Manage project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved
• Assist with problem resolution or risk mitigation as needed
• Manage the integration of vendor/subcontractor tasks as well as track and review vendor/subcontractor deliverables, if appropriate for the project
• Conduct project closure activities to formalize and communicate the project acceptance, handover documentation, and ongoing activities. This includes completing a post-implementation review to identify areas of improvement
• Identify project management coordination process gaps or areas for improvement. Recommends and implements solutions
• Utilize Ahead systems (Salesforce, financialforce, etc….) to maintain updated project information

Senior Project Manager – ServiceNow

• Own product strategy, roadmap, and development for ServiceNow
• Define Architecture & Platform Strategy
• Own Integration & Enterprise Architecture Patterns
• Enable application lifecycle decisions (rationalization, modernization, retirement)
• Collaborate with architects, developers, and operations teams using Agile/Scrum
• Establish Platform Governance & Engineering Standards
• Ensure Quality, Performance & Reliability while supporting delivery and continuous improvement

Principal Service Engineer – Platform Developer/Architect, ServiceNow

• Lead the design, development, and optimization of complex ServiceNow solutions leveraging modern platform capabilities, best practices, and extensibility frameworks
• Act as a technical authority across SAM (HAM/SAM Pro), ITOM (Discovery, Service Mapping, Event Management, Health), SPM, and enterprise analytics and reporting
• Architect and govern CMDB and Asset Management solutions, ensuring data quality, normalization, reconciliation, lifecycle integrity, and operational reliability
• Design scalable CMDB models that support ITOM visibility, asset lifecycles, compliance, reporting, and integration with downstream systems
• Deliver advanced platform solutions using Flow Designer, IntegrationHub, custom APIs, Script Includes, and asynchronous processing
• Build and optimize Platform Analytics, Performance Analytics, and executive-level dashboards, driving data-informed decision-making
• Leverage emerging ServiceNow capabilities such as Service Exchange, Platform Analytics, AI/Automation frameworks, and next-generation reporting tools
• Define technical patterns, guardrails, and reference architectures aligned with platform strategy and long-term sustainment
• Partner with Product Management, Enterprise Architecture, Security, and Operations to translate strategic goals into robust technical solutions
• Mentor engineers and provide architectural guidance through design reviews, code reviews, and technical coaching
• Lead complex troubleshooting efforts, including CMDB health issues, discovery failures, integration bottlenecks, and performance degradation
• Produce high-quality, audit-ready technical documentation, including solution designs, data models, and architectural diagrams

Staff Software Engineer – ServiceNow ITAM

• Oversee the implementation, integration, and continuous improvement of enterprise change management processes, ensuring strong governance and adherence
• Assess impact, cost-benefit, and risk of proposed changes to support informed, data-driven decisions
• Lead end-to-end planning, coordination, and execution of large-scale application and infrastructure changes
• Manage high-volume change environments, optimizing scheduling, prioritization, and minimizing conflicts in production
• Drive engagement with Change Advisory Board (CAB) and CIO governance forums, providing insights and recommendations on complex changes
• Partner with IT and business leaders to consult on enterprise-wide change strategies and large-scale transformation programs
• Ensure seamless integration of change management with broader service management functions (incident, release, problem management)
• Maintain continuous stakeholder communication across IT, business, and leadership teams to ensure alignment and transparency
• Lead and mentor the change management team, ensuring high performance and strong operational execution
• Champion change management hygiene, process discipline, and audit readiness, improving overall system stability and service availability

Change Manager – ServiceNow IT Service Management

• 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.

• 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

• Available to teach synchronous online courses via Microsoft Teams on Monday and Tuesday every week
• Plan and organize instruction in ways that maximize virtual student learning and engagement
• Modify, where appropriate, instructional methods and strategies to meet diverse student’s needs
• Employ appropriate teaching and learning strategies to communicate subject matter to students
• Possess thorough and accurate knowledge of Service Now workflow deployment.
• Collaborate with colleagues, attend meetings and academic initiatives for overall program improvement
• Stay current in their subject matter through professional development, involvement in professional organizations, and attending meetings, conferences, or workshops
• Design, update, and align course materials with college standards for adult learners
• Develop hands-on labs, assessments, and other course materials, while evaluating their effectiveness
• Ensure compliance with accreditation standards for instructional quality and education

ServiceNow Adjunct Instructor

• Available to teach synchronous online courses via Microsoft Teams on Monday and Tuesday every week
• Plan and organize instruction in ways that maximize virtual student learning and engagement
• Modify, where appropriate, instructional methods and strategies to meet diverse student’s needs
• Employ appropriate teaching and learning strategies to communicate subject matter to students
• Collaborate with colleagues, attend meetings and academic initiatives for overall program improvement
• Stay current in their subject matter through professional development, involvement in professional organizations, and attending meetings, conferences, or workshops
• Keep updated with advancements and best practices in adult education and instructional design, participating in relevant workshops, conferences, and training sessions to enhance teaching skills and incorporate innovative methods into virtual course delivery
• Design, update, and align course materials with college standards for adult learners
• Develop hands-on labs, assessments, and other course materials, while evaluating their effectiveness
• Build and maintain course shells and templates, including syllabi, exams, discussions, assignments, and assessments
• Select the instructional materials that align with course objectives
• Review course material for accuracy and relevance, providing recommendations for improvements
• Promote collaboration with other staff members and participate in the implementation of new projects, ideas, etc.
• Adhere to CIAT business casual attire.

Workflow Deployment, ServiceNow Adjunct Instructor

• Provide leadership for Advisory teams, comprised of senior advisory consultants focused on strategy, platform maturity, operating model design, and transformation enablement.
• Build and maintain strong technology relationships with key partner representatives to ensure CDW is top of mind.
• Expand these relationships to CDW account managers, regional managers, architects and engineers.
• Collaborate with Sales, Advisory Consultants, Services Teams and Management to maximize services financial results.
• Partner with Sales leadership to support complex pursuits, including opportunity qualification, deal shaping, advisory positioning, estimates, and executive-level client conversations.
• Collaborate with practice, portfolio, and delivery leadership to ensure advisory work transitions effectively into delivery and managed services motions.
• Manage team members’ performance, including professional and technical skill development, through coaching and training ensuring laser focus on achieving current and future client demands while balancing team utilization and profitability.
• Ensure team members fully understand their roles and follow best practices in the delivery of services of all solutions across practice(s) and geographies.
• Act as escalation point for issue resolution related to team member performance or client satisfaction.
• Build and maintain a trusted partner network to deliver additional engineering capacity and skills as needed.
• Support, collaborate, and participate with Sales and Solutions team(s) on client sales calls, services estimates and sales / client strategies with “C” suite level leadership.

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