ServiceNow

• Administer and configure the ServiceNow platform and its applications
• Manage platform functionality, including plugins and environments
• Execute release activities, including moving code to production
• Monitor platform performance and ensure system stability
• Troubleshoot issues and provide production support
• Manage user access and enforce security controls
• Support governance processes, including change management and compliance
• Partner with engineering and architecture teams on deployments and platform improvements
• Drive continuous improvement across platform operations

ServiceNow System Administrator

• 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

• Collaborate with Stakeholders: Work closely with management, HR departments, and business subject matter experts (SMEs) to identify, analyze, and document end-user requirements for system improvements and enhancements.
• System Design & Development: Generate software design specifications, model and simulate workflows, and develop software solutions by validating designs with users and technical resources.
• Customization & Configuration: Develop and configure HRSD components, including record producers, notifications, client scripts, business rules, etc.
• Integrations & Automation: Build and manage custom integrations between HR systems using RESTful APIs, SOAP, and other web services.
• Testing & Quality Assurance: Perform a variety of testing (manual, automated, functional, performance, integration, regression, load, and stress testing) to ensure that all HR software tools and processes are operating efficiently.
• Reporting & Analytics: Build RaaS solutions, create dashboards, and generate reports to track key HR metrics and analyze data for decision-making.

ServiceNow Software Developer – Human Resources Technologies

• Design, configure, and support core ServiceNow platform components, including tables, roles, access controls, assignment groups, workflows, and integrations
• Provide technical oversight and fulfillment for ServiceNow access and entitlements
• Diagnose and resolve complex, production-impacting ServiceNow issues related to performance, access, data integrity, and configuration
• Lead or contribute to the design and improvement of scalable, secure platform solutions aligned with enterprise standards
• Triage and resolve high-complexity or high-visibility ServiceNow incidents
• Reduce operational noise by correcting platform configuration gaps, improving routing logic, and addressing poor intake patterns
• Own and maintain authoritative ServiceNow platform documentation, with a focus on driving self-service adoption and preventing avoidable incidents
• Identify and remediate gaps in documentation or process clarity that result in misrouted tickets, manual remediation, or unnecessary escalation
• Assist with expansion of an automated fulfillment catalog for our teams
• Partner with ServiceNow Core Engineering, Platform Support, IAM, and Knowledge Management teams to ensure clear ownership and sustainable operational practices
• Contribute to continuous improvement initiatives, including automation, standardization, and reduction of manual or error-prone processes
• Communicate technical concepts, risks, and recommendations effectively to both technical and non-technical stakeholders.

Senior ServiceNow Engineer

• 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

• Defines, develops, documents, and measures business processes and supporting tools to achieve high levels of efficiency, data quality, and operational consistency.
• Facilitates the application of new technologies, particularly ServiceNow capabilities, to existing business and IT processes.
• Assesses business, process, and data requirements; conducts research and analysis to determine viable solutions; and recommends alternatives and enhancements.
• Provides subject matter expertise on ServiceNow ITSM, CMDB, and related modules, including process design, configuration impacts, and data quality considerations.
• Utilizes appropriate analytical and diagnostic tools to perform problem determination, root cause analysis, and trend analysis, identifying bottlenecks, redundancies, vulnerabilities, and opportunities for improvement.
• Evaluates the strengths and weaknesses of existing internal processes, data models, controls, and tools, with a focus on CMDB accuracy, completeness, and governance.
• Partners with technology, operations, and data stakeholders to define process controls, validation rules, and quality thresholds that support audit, risk, and compliance expectations.
• Designs and supports testing and quality assurance activities, including process validation, UAT coordination, regression testing, and post-implementation verification.
• Analyzes, documents, and disseminates process changes, data quality improvements, and productivity gains to stakeholders and process owners.
• Participates in pre-implementation planning for enterprise initiatives to assess process readiness, data impacts, and risk to the assigned organization.
• Presents findings, insights, and recommendations to business process owners, technology partners, and leadership audiences.
• Frequently interfaces with business lines, management, and internal technology teams to coordinate cross-functional activities and resolve issues.
• Contributes to reducing mean time to repair (MTTR) for incidents through improved process design, data reliability, and platform enablement.
• Supports training and knowledge transfer, including creation of process documentation, job aids, and enablement materials related to ServiceNow and associated processes.
• Leads enterprise onboarding of new Configuration Item (CI) classes, defining standards for CI definitions, naming, KPIs, managed attributes, and discovery or federation requirements.
• Establishes ownership and accountability expectations for CI Owners and Data Stewards to ensure ongoing data quality and governance.
• Drives automation and AI enablement opportunities across the CMDB and related IT Asset Management and Service Management processes to improve efficiency, data integrity, and operational risk management.

ServiceNow CMDB Analyst

• Lead structured discovery efforts with business partners, stakeholders, and end users to identify true business needs, pain points, and desired outcomes
• Facilitate workshops, interviews, and working sessions that drive alignment, clarity, and prioritization
• Serve as the primary owner of requirements elicitation and validation across initiatives
• Challenge assumptions and guide stakeholders toward scalable, platform-aligned solutions with a configuration-first mindset
• Partner closely with the Product Owner (who serves as the Scrum leader and owns the backlog) to define, refine, and prioritize work
• Own the development of high-quality user stories, epics, and acceptance criteria that are clear, testable, and aligned to business objectives
• Translate complex business processes into structured, developer-ready requirements tailored to ServiceNow capabilities
• Actively participate in backlog grooming and sprint planning, ensuring stories are ready for development
• Drive requirements aligned to key ServiceNow modules, including ITSM, CSM/SOM, and App Engine/App Builder
• Collaborate with ServiceNow developers to ensure requirements are feasible, efficient, and aligned to platform best practices
• Serve as the connective layer between business intent and technical delivery
• Provide ongoing clarification and support to developers throughout the sprint lifecycle
• Identify gaps, dependencies, and risks early, and proactively address them
• Ensure delivered solutions meet acceptance criteria and business expectations
• Operate within an Agile framework, supporting 2-week sprint cycles and standard Scrum ceremonies
• Utilize Azure DevOps to manage user stories, backlog items, and delivery tracking
• Establish and uphold standards for requirements quality, documentation, and traceability
• Contribute to continuous improvement of discovery, intake, and delivery processes within the PMO

Senior Business Analyst – Product Analyst, ServiceNow Platform

• Develop on the ServiceNow platform utilizing configuration and scripting on ServiceNow’s HR Service Delivery application
• Collaborate with other lead engineers and architects on defining coding standards, processes, tooling and frameworks required for the delivery of features in the sprint or product backlog
• Design, code, configure, unit test, maintain, and document software deliverables using agreed upon standards and tools
• Ensure that solutions delivered by self or team members are secure and scalable, comply with defined standards and best practices
• Ensure product backlog has appropriate technical stories and participates in their prioritization
• Responsible for application solution quality from design and implementation to deploy and run
• Responsible for communication and collaboration with key stakeholders in the delivery of features
• Maintain depth of technical understanding of third party/cloud solutions
• Evaluate technical impacts from and coordinates implementation of new product releases
• Participate in sizing and estimation activities within the agile team
• Communicate daily with the Scrum Master or Technical Product Owner and the Agile team on progress made, planned progress for the coming day, and reports any impediments/blockers
• Participate in code reviews and sprint retrospectives; ensuring their ideas for team continuous improvement are communicated so that the overall process and team can improve sprint by sprint and readily receives feedback for self-improvement
• Responsible for ensuring the quality of existing and new features through both manual and automated testing and use of continuous Integration techniques
• Collaborate with business analysts to confirm understanding of business requirements relating to features to be delivered and to help business analysts define requirements that can be delivered from a technical perspective
• Collaborate with User Experience (UX) designers to ensure designs produced can be translated efficiently into working solutions for feature delivery
• Educate and provide guidance to less-experienced staff

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