ServiceNow

• Lead end-to-end delivery of ServiceNow ITSM implementations, including Incident, Problem, Change, Request, and Knowledge Management modules.
• Manage project delivery timelines, milestones, risks, and dependencies across multiple workstreams.
• Serve as the primary point of contact for client stakeholders, delivery leadership, and cross-functional teams.
• Translate business requirements into actionable delivery plans and coordinate with developers and architects.
• Conduct regular delivery status reviews, reporting on progress, blockers, and escalations.
• Oversee quality assurance, UAT coordination, and go-live readiness activities.
• Drive continuous improvement of delivery processes, standards, and documentation practices.
• Ensure adherence to ServiceNow best practices, platform governance, and change management protocols.
• Mentor and guide junior team members and developers throughout the delivery lifecycle.
• Collaborate with Solution Architects to ensure technical designs align with business and platform standards.

ServiceNow Delivery Lead

• responsible for designing, implementing, maintaining, and improving CMDB, HAM, and SAM capabilities within the ServiceNow platform.
• ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise.
• supports governance, automation, discovery, and lifecycle management initiatives.
• partners closely with infrastructure, cloud, security, procurement, and platform teams.
• supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations.

Senior CMDB Engineer – ServiceNow, HAM/SAM

• Partner with ServiceNow Architect in building and rolling out a scalable, enterprise-grade platform.
• Configure, develop, test, and deploy ServiceNow Customer Service Management (CSM) and Healthcare & Life Sciences (HCLS) modules.
• Create and enhance the Customer Service Portal and Member/Provider portals using Service Portal Designer and UI Builder.
• Develop integrations via REST/SOAP APIs and automate batch transfers.

ServiceNow Engineer

• Own end-to-end CI lifecycle and maintain CI data health
• Define and implement CSDM framework across business applications and services
• Lead ServiceNow Discovery and integrations with infrastructure/cloud systems
• Establish CMDB governance, KPIs, and data certification processes
• Guide service mapping and CI class model alignment with business capabilities

ServiceNow Service Owner, CMDB/CSDM, ITOM

• Interface with end-users, key stakeholders to gather systems requirements for CSM/FSM.
• Develop and implement CSM programs, policies, and control frameworks.
• Perform advanced troubleshooting and root cause analysis on ServiceNow platform issues.
• Participate on project teams that define, design, and develop CSM solutions on the ServiceNow platform.
• Support and maintain integrations between ServiceNow and external systems.
• Collaborate with stakeholders & end users to understand requirements and deliver effective ServiceNow solutions.
• Participate in platform upgrades, clone, patching, and performance optimization initiatives.
• Promote update sets and data across applicable SN environments.
• Ensure adherence to best practices in ServiceNow development and configuration.
• Align with existing SN technical lead for map/event work to ensure consistent approach.

ServiceNow Solution Architect – CSM/FSM, SOM/TSOM

• Design and configure Incident, Problem, Change, Request, and CMDB modules as per client requirements.
• Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
• Build and manage Flow Designer flows, Subflows, and Actions for process automation.
• Manage Update Sets — creation, merging, previewing, and promoting across environments.
• Develop and maintain REST and SOAP integrations using Scripted REST APIs and Outbound REST/SOAP Messages.
• Write and execute ATF (Automated Test Framework) test suites for regression coverage.
• Collaborate with functional consultants to translate business requirements into technical solutions.

ServiceNow Developer – ITSM, Integrations

• Lead client workshops to capture business requirements and translate them into ServiceNow design and implementation plans
• Design and configure ServiceNow CMDB aligning with CSDM 4.0+, ensuring clarity between business, application, and technical service layers
• Implement ITAM modules for tracking asset lifecycles, compliance, and optimization across hardware, software, and cloud resources
• Deliver Service Mapping solutions that visualize dynamic service dependencies across hybrid and multi-cloud environments
• Configure and integrate Event Management, Health, Predictive AIOps, Log Analytics, and Cloud Observability modules to build a unified and intelligent IT operations environment
• Integrate ServiceNow with third-party monitoring tools (e.g., Splunk, Dynatrace, AppDynamics, SolarWinds, Zabbix, Azure Monitor, AWS CloudWatch)
• Develop automation and workflow orchestration using Flow Designer and Integration Hub for event-to-incident and remediation processes
• Advise clients on CMDB governance, data modeling, normalization, and reconciliation practices for sustainable configuration management
• Collaborate with sales, architecture, and delivery teams to support pre-sales demonstrations, solutioning, and statements of work creation
• Conduct knowledge transfers and user training sessions to ensure customer adoption and self-sufficiency

Senior ServiceNow Consultant – ITAM, CMDB, AIOps

• Manage and maintain software licensing positions for enterprise publishers, including Microsoft, Oracle, Adobe, IBM, and other publishers and SaaS providers.
• Analyze software entitlement, usage, and deployment data to identify compliance risks and optimization opportunities.
• Support software audits, true-ups, renewals, and vendor compliance activities.
• Review and interpret software contracts, licensing agreements, and maintenance terms.
• Partner with procurement and vendor management teams during software renewals and negotiations.
• Maintain accurate software entitlement and contract repositories within ServiceNow.
• Utilize ServiceNow SAM Pro to manage software lifecycle activities, including reconciliation, normalization, licensing, and compliance reporting.
• Support configuration, maintenance, and continuous improvement of ITAM and SAM processes within ServiceNow.
• Collaborate with stakeholders to document current-state and future-state business processes.
• Identify process inefficiencies and recommend improvements aligned with SAM and ITAM best practices.
• Support CMDB, asset management, and ITSM data quality initiatives.
• Develop reporting, dashboards, and KPIs related to software compliance, usage, and cost optimization.
• Participate in cross-functional initiatives involving ITAM, SAM, procurement, finance, and operations teams.

Business Process Consultant – ServiceNow

• Contribute functionally to GRC Technology client engagements and internal projects
• Identify potential business opportunities for EY within existing engagements and escalate these as appropriate
• Anticipate and identify risks within engagements and share any issues with senior members of the team
• Work with the Solution Designers/Architects to bounce ideas, brainstorm available solutions, disseminate business requirements, and articulate the best feasible solution to implement
• Map customer requirements to GRC functionality and advise on best practices for implementing GRC processes
• Gather requirements and help design GRC applications and modules to meet specific client needs and compliance requirements
• Involve in Agile Sprint planning, define user stories for developers to configure and customize GRC workflows, entities, policies, forms, and user interface (UI) elements to create user-friendly and efficient solutions
• Collaborate with developers, business analysts, and project managers to understand requirements and ensure test coverage
• Conduct thorough testing and quality assurance for developed solutions to ensure accuracy and reliability
• Drive customer requirements show back sessions, system demos and other workshops
• Provide testing status updates and participate in project meetings
• Identify, document, and track defects using appropriate tools
• Develop and execute automated test scripts using tools such as Selenium, TestNG, or ServiceNow’s Automated Test Framework (ATF)

Egrc ServiceNow BA Staff

• Platform Architecture Design: Design and maintain the overall architecture of the ServiceNow platform, ensuring scalability, reliability, and alignment with business objectives.
• Solution Development and Customization: Oversee the development of custom applications, modules, and workflows on ServiceNow. Ensure solutions are built according to best practices and meet organizational needs.
• Technical Leadership: Lead technical teams, mentor developers, and set coding standards. Provide guidance on complex technical issues and serve as the escalation point for technical challenges.
• Governance and Compliance: Establish and enforce governance policies for ServiceNow usage, security, and data management. Ensure compliance with regulatory and organizational standards.
• Integration Management: Architect and oversee integrations between ServiceNow and other enterprise systems (e.g., Workday, Salesforce). Ensure seamless data flow and interoperability.
• Performance Optimization: Monitor platform performance and proactively address bottlenecks or issues. Recommend and implement optimizations to improve user experience and system efficiency.
• Stakeholder Engagement: Collaborate with business stakeholders, product managers, and other IT/Business teams to review requirements, present technical solutions, and align platform capabilities with strategic goals.
• Change and Release Management: Oversee change management processes for ServiceNow deployments, including code reviews, testing, and release planning to minimize disruptions and ensure quality.
• Documentation and Knowledge Sharing: Create and maintain comprehensive documentation for architecture, configurations, and customizations. Promote knowledge sharing within the team and across the organization.
• Continuous Improvement: Stay updated with ServiceNow platform updates, new features, and industry trends. Proactively recommend enhancements and drive continuous improvement initiatives. Collaborate effectively with technical and non-technical stakeholders to analyze, debug, and resolve any issues.

ServiceNow Architect – Lead Developer

• Work to solve client problems using ServiceNow platform
• Build innovative products which solve client’s problems
• Manage CMDB including defining and enabling processes for CMDB maintenance
• Perform Configuration/Customization of the ServiceNow system
• Gather specifications from business departments and deliver products that meet needs
• Perform system and integration testing with sample and live data

Senior ServiceNow Developer

• Support and enhance our enterprise ServiceNow platform
• Partner with business stakeholders, platform teams, and technical resources
• Design, configure, and optimize scalable ServiceNow solutions
• Improve service delivery, governance, and user experience
• Translate business requirements into effective platform configurations
• Promote standardization, automation, data integrity, and continuous improvement
• Drive adoption and continuous improvement through KPI definition and dashboard development
• Provide insight into ITSM maturity, service performance, and process compliance
• Support CMDB data integrity and CSDM alignment
• Govern and optimize the knowledge management ecosystem
• Facilitate training and enablement to increase platform adoption and process consistency

Senior Business Systems Analyst – ServiceNow

• Must have strong technical skills to understand client requirements and effectively translate them into user stories and tasks for the development team
• Customize and configure core ServiceNow applications including ITSM, Service Portal, and ITOM modules (Discovery, CMDB).
• Conduct workshops and demos for stakeholders and end users.
• Collaborate with internal teams and clients to ensure high-quality delivery.
• Lead in crafting/creating, enhancing, and delivering scalable ServiceNow solutions.
• Actively participate in client meetings or discussions to capture their needs and convert them to clear development activities.
• Perform integration work and build custom Service Portals, support/create REST, SOAP, and MID Server integrations.
• Perform ongoing Discovery and CMDB maintenance
• Develop, review, and optimize scripts – Business Rules, Script Includes, UI Policies, Client Scripts, etc.
• Collaborate with cross-functional teams, providing guidance and mentoring junior developers when needed.
• Comfortable working in Agile environments with active sprint participation and backlog grooming.

Assoc Tech Consultant, ServiceNow

• Lead the implementation and optimization of ServiceNow ITAM solutions, including HAM and SAM modules.
• Configure and maintain asset lifecycle processes including procurement, receiving, inventory, allocation, transfer, and disposal.
• Collaborate with stakeholders to gather business requirements and translate them into scalable ITAM solutions.
• Design and implement integrations with third-party systems such as procurement tools, SCCM, Intune, JAMF, and discovery tools.
• Ensure accurate asset data management and alignment between CMDB and asset records.
• Configure and manage software normalization, reconciliation, and license compliance processes.
• Develop workflows, business rules, client scripts, Script Includes, and integrations to support ITAM use cases.
• Perform data audits, health checks, and governance activities to maintain high-quality asset data.
• Support SAM Pro/HAM Pro implementation activities including content library updates and license management processes.
• Troubleshoot and resolve issues related to asset management processes, integrations, and platform customizations.
• Participate in Agile ceremonies including sprint planning, backlog grooming, and delivery activities.
• Support ITSM and related ServiceNow modules as secondary responsibilities when required.

Senior Technical Consultant – ServiceNow ITAM

• Working closely with stakeholders to understand their needs, documenting requirements, and translating them into functional specifications for IT solutions.
• Creating Business Cases that outline benefits, costs, and potential risks associated with implementing solutions.
• Assist with client demos, working sessions, and workshops.
• Contribute to projects/programs that may address future concepts, products, and technologies.
• Collaborating with technical teams to design IT solutions, creating system documentation, knowledge articles, flowcharts, and diagrams to ensure clear communication and understanding.
• Assisting in defining test plans, conducting testing activities, and ensuring that developed solutions meet the specified requirements and quality standards.
• Monitoring system performance, collecting user feedback, and identifying areas for improvement, contributing to the ongoing enhancement of IT solutions.

ServiceNow Business Analyst

• Must have strong technical skills to understand client requirements and effectively translate them into user stories and tasks for the development team
• Customize and configure core ServiceNow applications including ITSM, Service Portal, and ITOM modules (Discovery, CMDB).
• Conduct workshops and demos for stakeholders and end users.
• Collaborate with internal teams and clients to ensure high-quality delivery.
• Lead in crafting/creating, enhancing, and delivering scalable ServiceNow solutions.
• Actively participate in client meetings or discussions to capture their needs and convert them to clear development activities.
• Perform integration work and build custom Service Portals, support/create REST, SOAP, and MID Server integrations.
• Perform ongoing Discovery and CMDB maintenance
• Develop, review, and optimize scripts – Business Rules, Script Includes, UI Policies, Client Scripts, etc.
• Collaborate with cross-functional teams, providing guidance and mentoring junior developers when needed.
• Comfortable working in Agile environments with active sprint participation and backlog grooming

Technical Consultant – ServiceNow

• Perform a complex range of development activities to meet business requirements
• Deliver new or enhance existing functionality through either configuration or development
• Work as part of a team to work on functionality as requested by the business, in line with company processes
• Engage with Operate team and other GIS teams to analyse, document, and report on work completed
• Provides specialist guidance and advice to less experienced colleagues
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks

Senior Technical Consultant – Servicenow Developer

• Serve as the voice of the customer to internal teams and act as the primary point of contact for ServiceNow platform-related engagements.
• Develop and maintain a strategic roadmap for platform innovation and operational maturity.
• Guide clients on best practices, risk mitigation, and success metrics for ServiceNow implementations.
• Conduct Monthly and Quarterly Business Reviews (QBRs) and roadmap sessions to showcase platform value and upcoming releases
• Collaborate with senior IT leaders to plan strategic initiatives and ensure alignment with corporate goals.
• Provide advisory services to enhance IT Service Management (ITSM) maturity and effectiveness.
• Act as liaison between client executives and internal delivery teams, ensuring SLA compliance and governance.
• Conduct technical business reviews to assess support performance and product value realization.
• Drive product adoption and ROI through strategic initiatives and implementation projects.
• Collaborate with Product, Engineering, and Customer Success teams to relay feedback and influence roadmap decisions.
• Monitor account health metrics and proactively flag risks with mitigation strategies.
• Provide guidance on configuration, integrations, and use cases for the platform.

Technical Account Manager – ServiceNow

• Design, build, and optimize solutions across IT Service Management (ITSM) and either HR Service Delivery (HRSD) or Customer Service Management (CSM)
• Translate process requirements into maintainable ServiceNow configurations
• Implement and enhance ITSM and HRSD or CSM case management, portals, knowledge, and service catalogs
• Build and support integrations using IntegrationHub, Flow Designer, REST/SOAP APIs
• Develop Service Portal/Employee Center or CSM Portals, widgets, theming, and reusable components

ServiceNow Developer

• Implement and configure ServiceNow Now Assist (GenAI)
• Develop AI-powered workflows using Automation Engine and Predictive Intelligence
• Integrate external AI/ML services
• Support AI governance and model quality processes
• Develop modules, workflows, catalog items, and custom applications
• Build UI components, Service Portal, Widgets
• Strong expertise in ITSM, CSM, CMDB.
• Implement REST/SOAP APIs, orchestrations, integrations
• Troubleshoot and resolve platform issues
• Support upgrades and environment consistency

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