ServiceNow

• Under the general direction of the Director of Service Operations, Tools, and Enablement, the Senior ServiceNow System Administrator is responsible for the strategic administration, configuration, support, and continuous improvement of the ServiceNow platform
• Establish a scalable operating model for patching, upgrades, and operational continuity
• Serve as the primary point of contact for ServiceNow-related issues and initiatives, acting as a liaison between internal IT teams, stakeholders, and external vendors
• Provide technical leadership, guidance, and escalation support to developers and business partners
• Ensure solutions are secure, supportable, and aligned with enterprise architecture standards
• Develop and review complex architectures and technical solutions to meet business needs
• Conduct governance, performance monitoring, integration health, and long-term platform scalability

Senior ServiceNow System Administrator

• Design, develop, configure, and deploy custom applications and solutions within the ServiceNow platform.
• Create and configure scoped applications, Service Catalog items, Flow Designer workflows, and other platform-based solutions that support client needs.
• Support the design and development of locally developed applications (LDAs) using ServiceNow development best practices.
• Lead and support integrations between ServiceNow and external systems, ensuring reliable data exchange and platform functionality.
• Support the movement of ServiceNow components, collections, and deployable assets through CI/CD pipelines and across development environments.
• Work closely with ServiceNow architects, developers, analysts, and stakeholders to map business requirements and services to appropriate ServiceNow capabilities.
• Participate in code reviews, proofs of concept, technical discussions, and product demonstrations.
• Perform troubleshooting, coding, scripting, and ServiceNow configuration activities of moderate to high complexity.
• Provide guidance and mentorship to citizen developers and other team members working within the ServiceNow ecosystem.
• Support the administration, deployment, and management of USCIS systems and PaaS, SaaS, and IaaS platforms as required using authorized privileged access.

ServiceNow Developer

• 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

• Engage in governance and compliance initiatives to streamline business functions
• Analyze intricate issues to develop practical solutions
• Mentor team members to uphold elevated standards
• Build and nurture client relationships through meaningful interactions
• Navigate uncertain situations to deliver quality outcomes
• Utilize risk management frameworks to enhance client processes
• Develop sustainable solutions using GRC technologies
• Maintain professional and technical standards in every engagement

Senior Associate – GRC/IRM ServiceNow Technology Implementation Solutions

• Execute deep technical configuration and scripting for ServiceNow ITOM, including: Discovery patterns, probes, and sensors
• MID Server installation, configuration, and troubleshooting
• Event Management rule creation and alert correlation
• Service Mapping design and deployment
• Develop and maintain integration solutions with external systems (e.g., monitoring tools, CMDB feeders)
• Translate technical requirements and architecture into scalable, supportable implementations
• Work closely with Solution Architects and engagement leads to ensure solution quality and alignment
• Write and maintain clear, reusable documentation and internal development standards
• Support system testing, UAT, deployment, and ongoing performance tuning
• Participate in internal technical design sessions and code reviews
• Engage with clients periodically during technical workshops, validations, or post-go-live support

ServiceNow ITOM Consulting Manager

• Monitor and manage all incoming and active ServiceNow tickets related to computer procurement, deployment, returns, and asset support.
• Serve as the first-line operations interface between customers' ServiceNow environments and Future Tech internal systems.
• Coordinate ticket fulfillment timelines to meet or exceed defined SLAs and customer expectations.
• Escalate workflow blockers or inconsistencies to appropriate stakeholders, including the customer’s ITSM owner, internal IT support, and the Program Manager.
• Proactively resolve or route misclassified or incomplete tickets for correction to ensure continuity of service.
• Collaborate with the Program Manager to review SLA compliance reports, backlog risks, and performance KPIs on a regular cadence.
• Oversee the ServiceNow Returns Queue and asset record management tasks.
• Validate returned equipment against asset tags, serial numbers, and customer-owned configurations to ensure integrity.
• Cross-reference returned asset data with Future Tech’s ERP system and the customer’s CMDB (Configuration Management Database).
• Validate ownership status and warranty coverage before final disposition.
• Implement quality assurance controls to mitigate inaccuracies arising from limitations or ServiceNow field constraints.
• Track device movements throughout the entire lifecycle—from procurement to fulfillment, returns, redeployment, and disposition.
• Leverage reporting capabilities for visibility across inventory locations, statuses, and shipment flows.
• Ensure in-transit and depot inventory is reflected accurately in internal systems and customer dashboards.
• Provide ongoing feedback to Future Tech and customer teams on ServiceNow system optimization opportunities.
• Document and recommend changes to reduce manual interventions, accelerate ticket handling, and align workflows between platforms.
• Stay informed of all changes to customer ServiceNow workflows, field configurations, and automation scripts that may impact fulfillment procedures.
• Train team members and document SOPs (standard operating procedures) for ServiceNow queue responsibilities.

ServiceNow Queue Manager

• Provide day-to-day leadership of ServiceNow platform operations
• Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), HR Service Delivery (HRSD), Knowledge Management
• Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines
• Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met
• Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes
• Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement
• Serve as an escalation point of contact
• Monitor and communicate potential Severity 1 incidents to leadership
• Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved
• Lead a team of ServiceNow Analysts and Developers
• Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance
• Remove impediments
• Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG)
• Participate in hiring, onboarding, performance evaluations, and corrective action processes
• Maintain a skills matrix and oversee career ladder progression for team members
• Conduct bi-monthly one-on-ones to support development goals and professional growth
• Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency
• Identify skill gaps and coordinate targeted training and certifications
• Enforce ITIL best practices, governance standards, and enterprise policies
• Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries
• Champion a customer-first service mindset, ensuring high-quality support and operational excellence

ServiceNow Supervisor

• Support pre-sales activities such as demonstrations, project scoping, lead proof of concepts and assist with preparing SOWs (Statement of Work)
• Advise clients on leveraging ServiceNow for supporting their Security program
• Lead project implementation & oversee architectural design
• Facilitate project introduction, kick-off meetings & weekly client status meetings
• Provide guidance to developers on ServiceNow configuration
• Provide final quality assurance reviews of all deliverables
• Design and deliver end user training
• Expand client’s vision and opportunities to drive additional business value through ServiceNow

ServiceNow SecOps Implementation Manager

• Engage and deploy client projects across ServiceNow applications (e.g., IRM, SecOps, etc.), ensuring high-quality delivery.
• Serve as a client contact for engagements, building trusted relationships and managing expectations.
• Translate complex business requirements into scalable, effective ServiceNow solutions.
• Facilitate workshops and design sessions with clients to shape solution direction.
• Configure, customize, and extend ServiceNow applications, while overseeing execution by staff-level team members.
• Deliver product demos to prospective clients, showcasing ServiceNow capabilities and Crowe’s approach.
• Support proposal development, SOW creation, and pre-sales activities.
• Mentor and train junior staff, supporting their technical and consulting skill growth.
• Contribute to internal best practices, accelerators, and knowledge sharing to enhance delivery quality.
• Collaborate with leadership on thought leadership and practice-building initiatives

Senior Consultant – ServiceNow IRM, SecOps Implementation

• 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.

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