ServiceNow

• Serve as the primary architect for the ServiceNow CSMNOW platform, designing system-level and integrated solutions that address complex business needs.
• Collaborate with business-line stakeholders to gather requirements, interpret needs, and determine how the ServiceNow platform can best support desired outcomes.
• Translate business problems into scalable, secure, and automation-driven architectures, prioritizing out-of-the-box (OOB) capabilities where appropriate.
• Design high-level solutions with an understanding of dependent systems, integrations, and enterprise service management processes.
• Formulate and communicate architectural vision, principles, and design objectives to diverse audiences, including senior business stakeholders.
• Act as the ServiceNow Technical Owner, accountable for the overall health, stability, and evolution of the CSMNOW platform.
• Own and execute all technical owner responsibilities in alignment with bank policy, including timely completion of assignments and audits.
• Manage biannual platform upgrades and monthly patching, ensuring minimal disruption and alignment with business schedules.
• Publish upgrade, patching, and maintenance schedules at least two months in advance and manage conflicts within established timeframes.
• Schedule, execute, and validate quarterly disaster recovery (DR) exercises.

Technology Architect – ServiceNow Platform Architect

• Lead the planning, execution, and deployment of ServiceNow technical and consulting services across the ITSM/ITOM, SPM, CSM, and FSM modules.
• Potentially support GTM planning and solutioning for Energy and Utilities clients through roadmapping, engagement with ServiceNow product teams, and driving industry solution development.
• Partner with business stakeholders to understand their requirements and translate them into technical solutions.
• Develop and implement ServiceNow workflows, integrations, and customizations.
• Provide technical guidance and mentorship to the development team including providing day to day direction.
• Ensure best practices and standards are followed in the development and deployment of ServiceNow solutions.
• Conduct quality assurance reviews and ensure the quality of deliverables.
• Troubleshoot and resolve technical issues related to ServiceNow implementations.
• Stay updated with the latest ServiceNow features and industry trends.
• Support the interview, selection, and management of contractors, vendors, and development talent.
• Support pre-sales efforts through scoping, pricing, and demonstrations as appropriate.
• Participate in the scoping, pricing, and demos during the sales process.
• Lead the development of ServiceNow apps that can be targeted at specific client needs, and then scaled for larger markets.

Principal Consultant, Solutions Architect – ServiceNow

• Collaborate with clients and internal stakeholders to gather, analyze, and document HR service delivery requirements, translating them into functional specifications for ServiceNow HRSD implementations.
• Lead workshops and training sessions to support user adoption and maximize the value of ServiceNow HRSD capabilities.
• Partner with cross-functional teams to identify and implement process improvements and automation opportunities.
• Maintain accurate documentation for system configurations, business processes, and change management activities.
• Adhere to story writing standards and acceptance criteria best practices.
• Act with integrity, professionalism, and personal responsibility to uphold a respectful and collaborative work environment.

Business Process Consultant, ServiceNow

• 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

• 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.

Process Improvement Consultant – ServiceNow, Risk & Control Self‑Assessment

• Design, develop, and configure solutions within the ServiceNow platform, including custom applications and third-party integrations.
• Customize ServiceNow applications and facilitate the rollout of new applications and modules
• Develop workflows, business rules, UI actions, UI policies, ACLs, and client scripts
• Monitor system performance and troubleshoot any issues to ensure optimal system operation
• Work closely with stakeholders to gather requirements, analyze business needs, and design solutions
• Create and maintain detailed technical documentation, including design specifications, configuration guides, and user manuals

ServiceNow Engineer

• Act as the strategic advisor for the ITSM ServiceNow platform, translating business requirements into out-of-the-box or low-customization solutions.
• Evaluate requests critically to prevent over-customization and technical debt; confidently guide customers toward sustainable, best-practice solutions.
• Review ServiceNow version release notes to proactively determine how new versions will impact our current landscape and present new, value-add features to the team.
• Work closely alongside our Process Manager to thoroughly learn and understand DaVita’s specific processes and culture.
• Represent the Process Management Team during the ServiceNow Development team's technical reviews to ensure alignment between the requested experience and the technical design.
• Manage the IDEA queue, prioritizing intake based on strategic value, platform health, and business impact.
• Create comprehensive testing plans to ensure high-quality releases.
• Drive the strategy for how our ITSM ServiceNow product integrates with other enterprise tools, specifically Microsoft SharePoint, Microsoft Teams, and our CCaaS product (NICE CXone Copilot).
• Guide the team through the upcoming implementation of AI features within ServiceNow using Now Assist.
• Lead the strategic transition from our current transactional chatbot to ServiceNow's next-generation conversational LLM-based chatbot.

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