ServiceNow

• Leads client-facing implementations and drives successful delivery across ServiceNow ITOM / ITSM environments
• Combines end-to-end engagement ownership with pre-sales support, including solutioning, scoping, and proposal development
• Recommends and delivers solutions that meet customer needs and ensures the solutions meet the functional requirements of the customer
• Prepares and executes workshops
• Promotes process standardization and efficiencies
• Determines and documents detailed requirements
• Designs process solutions
• Provides advisory and implementation services and solutions
• Configures the platform and applications
• Follows ServiceNow Best Practices for solutions
• Trains, enables, and educates the client on the solution
• Provides post go-live support
• Uses knowledge of technology and industry expertise to assess, recommend, educate, implement, and support customers on the value of the ServiceNow platform
• Contributes to proposals and recommends content

ServiceNow Engagement Manager

• Work closely with business process consultants and team members to understand business requirements
• Create technical solutions aligned with business and IT strategies
• Collaborate with QA teams for testing and issue remediation
• Participate in client engagements and team collaboration for travel up to 30%

Senior ServiceNow Developer

• Own day-to-day administration: user accounts, roles, access controls, routine maintenance, and platform upgrades
• Configure and extend core ITSM modules: Incident, Problem, Change, CMDB, Service Catalog.
• Build workflows, business rules, UI policies, and notifications tailored to how teams actually work.
• Develop dashboards, reports, and analytics that help leaders make decisions and forecast support trends.
• Intake projects, help architect solutions and drive execution.
• Partner with our IT leadership on more complex solution design, custom apps, and integrations.
• Champion ServiceNow across the company, train users, write documentation, drive adoption.
• Provide technical support and troubleshoot platform issues as the first point of contact.
• Ensure configurations align with ITIL practices, governance, and compliance standards.
• Maintain clear documentation of processes, configurations, and decisions.

ServiceNow Administrator

• 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

• Responsible for the development, configuration, integration, and operational support of ServiceNow IT Integrated Risk Management (IRM), Governance, Risk & Compliance (GRC), and Third-Party Risk Management (TPRM) modules
• Partner closely with Risk, Compliance, Security, IT Operations, and business stakeholders
• Deliver scalable, automated, and compliant ServiceNow solutions that support enterprise risk management and service delivery objectives
• Development of approved stories in bi-weekly sprint cadences
• Triage, investigate, and resolve issues in accordance to enterprise SLAs
• Presenting non-standard technical solutions in architecture boards for approval
• Ensure production delivery during releases
• Defect remediation in response to upgrades, incident tickets, and other unplanned events

ServiceNow Risk Engineer

• Support the delivery of ITIL-aligned digital workflows on the ServiceNow platform
• Design, configure, and enhance ITSM solutions
• Build workflows, automations, and integrations using ServiceNow scripting and Flow Designer
• Lead client-facing workshops, gather requirements, and educate clients on best practices for ITSM

Senior Staff, ServiceNow ITSM

• Lead the governance, maintenance, and continuous improvement of the ServiceNow Configuration Management Database (CMDB).
• Ensure data accuracy, completeness, and currency aligned to the Common Service Data Model (CSDM).
• Oversee ServiceNow Discovery and CMDB processes.
• Establish standards and controls, and work closely with IT Operations teams, Enterprise Architecture, other IT departments, and business stakeholders.
• Drive consistent adoption, data ownership, and trust in configuration data that supports effective ITSM and operational decision-making.
• Own the enterprise CMDB roadmap, including data model design, class structure, and relationship standards aligned to ServiceNow CSDM.
• Develop the CMDB solutions that represent real operational and business dependencies.
• Define what CMDB data is essential vs. optional and enforce disciplined modeling to prevent CI sprawl and low-value data collection.
• Lead and manage the Asset and Configuration Management responsibilities, design, deploy, and manage CMDB data management tools.

Senior IT ServiceNow Platform Engineer

• 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 IRM program
• Lead project implementation & oversee architectural design, while working directly with our Engagement Lead, Solution Architect, and team of Developers to ensure project delivery is on track
• Facilitate project introduction, kick-off meetings & weekly client status meetings, while creating and managing project timeline
• 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 IRM Implementation Manager

• Facilitate SPM-focused workshops to understand client portfolio management processes, demand intake, resource planning, and project delivery frameworks
• Define and communicate a clear SPM vision and roadmap, aligning ServiceNow SPM capabilities (Demand Management, Project Portfolio Management, Resource Management, Agile Development) with business strategy and outcomes
• Own and manage the SPM product backlog, prioritizing features such as demand intake, project tracking, capacity planning, and financial management
• Collaborate with stakeholders to identify dependencies across SPM modules (e.g., Demand → Project → Resource → Financials) and drive logical implementation sequencing
• Act as a strategic advisor to optimize portfolio visibility, investment planning, and resource utilization through SPM capabilities
• Lead sprint planning, backlog refinement, and reviews with a focus on iterative delivery of SPM solutions
• Analyze existing portfolio and project management processes to identify opportunities for improved governance, prioritization, and execution
• Serve as the primary liaison between business stakeholders and technical teams, ensuring alignment on SPM strategy, configuration, and outcomes
• Drive stakeholder adoption of standardized demand, project, and resource management processes
• Ensure delivery of scalable solutions that support enterprise portfolio management, Agile delivery, and hybrid project environments.

ServiceNow Strategic Portfolio Management Consultant

• work closely with business process consultants, and team members to understand business requirements, and create technical solutions aligned with business and IT strategies.
• help clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.
• collaborate with Huron Digital and industry practice resources.
• travel required for client engagements and team collaboration up to 30%.

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