ServiceNow

• Own and maintain application records within the ServiceNow CMDB, ensuring data accuracy, completeness, and ongoing integrity
• Track and manage application portfolio details, including ownership, vendor relationships, lifecycle status, and critical system attributes
• Lead periodic data certification and validation processes to support IT hygiene, governance, and compliance requirements
• Partner with application owners, infrastructure teams, and business stakeholders to validate and update application data
• Support risk classification efforts, including assigning sensitivity levels and aligning applications to underlying infrastructure and server environments
• Identify and document application exposures, including hosting models (cloud, on-prem), dependencies, and integration points
• Collaborate with enterprise teams to ensure full visibility and traceability across all applications supporting business operations
• Engage with senior and executive stakeholders to drive enterprise-wide accountability, data ownership, and governance adherence
• Contribute to the continuous improvement of ServiceNow processes, CMDB data quality, and enterprise data governance practices

Senior Technical Program Manager – ServiceNow CMDB, Application Portfolio Management

• 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.

ServiceNow Manager

• Support the IT Cyber Security Division and other business units by managing procurement processes.
• Monitor contract renewals, track expenditures, and support consultant onboarding activities.
• Provide financial and operational analysis and ensure data accuracy.
• Create and process requisitions within PeopleSoft Procurement modules.
• Monitor active software licensing and support compliance with procurement policies.
• Assist management with financial analysis, contract reviews, and procurement planning initiatives.
• Generate reports related to procurement activity and departmental budgets.

System / Business Analyst – PeopleSoft, ServiceNow, Procurement, Financial Operations

• Support the IT Cyber Security Division and other business units by managing procurement processes.
• Monitor contract renewals and track expenditures.
• Support consultant onboarding activities and provide financial and operational analysis.
• Create and process requisitions within PeopleSoft Procurement modules.
• Monitor active software licensing and service agreements.
• Coordinate with IT leadership, project teams, procurement personnel, and vendors.
• Maintain accurate contract records and support compliance with organizational procurement policies.
• Assist with vendor engagement activities through ServiceNow Asset and Contract Management.
• Track planned versus actual expenditures across technology and cybersecurity initiatives.
• Support annual budgeting, forecasting, accrual, and financial reconciliation activities.
• Analyze spending trends and identify budget variances.
• Generate recurring and ad hoc reports related to procurement activity and departmental budgets.

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Software Engineer – ServiceNow

• Lead the design, development, and optimization of complex ServiceNow solutions leveraging modern platform capabilities, best practices, and extensibility frameworks
• Act as a technical authority across SAM (HAM/SAM Pro), ITOM (Discovery, Service Mapping, Event Management, Health), SPM, and enterprise analytics and reporting
• Architect and govern CMDB and Asset Management solutions, ensuring data quality, normalization, reconciliation, lifecycle integrity, and operational reliability
• Design scalable CMDB models that support ITOM visibility, asset lifecycles, compliance, reporting, and integration with downstream systems
• Deliver advanced platform solutions using Flow Designer, IntegrationHub, custom APIs, Script Includes, and asynchronous processing
• Build and optimize Platform Analytics, Performance Analytics, and executive-level dashboards, driving data-informed decision-making
• Leverage emerging ServiceNow capabilities such as Service Exchange, Platform Analytics, AI/Automation frameworks, and next-generation reporting tools
• Define technical patterns, guardrails, and reference architectures aligned with platform strategy and long-term sustainment
• Partner with Product Management, Enterprise Architecture, Security, and Operations to translate strategic goals into robust technical solutions
• Mentor engineers and provide architectural guidance through design reviews, code reviews, and technical coaching
• Lead complex troubleshooting efforts, including CMDB health issues, discovery failures, integration bottlenecks, and performance degradation
• Produce high-quality, audit-ready technical documentation, including solution designs, data models, and architectural diagrams

Staff Software Engineer – ServiceNow ITAM

• 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, deploy, and support ServiceNow Customer Service Management (CSM) solutions.
• Translate business requirements into scalable applications with robust reporting and governance.
• Lead end‑to‑end CSM implementations from discovery through deployment and hyper‑care.
• Configure core CSM: case management, SLAs/entitlements, knowledge, portals/communities, omnichannel intake.
• Build reports and Performance Analytics dashboards with KPIs, indicators, and scheduled reporting.
• Automate workflows using Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.
• Integrate systems via REST/SOAP; implement secure auth (OAuth2, API keys) and SSO (SAML/OIDC).
• Manage data imports/transforms, data quality rules, and align models with legacy Siebel CRM System.
• Enforce platform security and governance: ACLs, roles, RBAC, update sets, source control, environment promotion.
• Optimize performance and reliability; troubleshoot incidents/problems and perform root‑cause analysis.
• Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing.
• Produce documentation (design specs, runbooks) and deliver stakeholder training.

Cloud Computing Specialist – ServiceNow, CSM

• 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

• Lead the development and delivery of tailored assessment and service solutions, including architecture design, technology optimizations, health checks, deployment roadmaps, and advisory services in our ServiceNow practice.
• Drive strategic customer engagements, lead visioning sessions and align technology solutions with business outcomes.
• Partner with sales and delivery leaders to define go-to-market strategies, scope engagements, perform demos, create Rough Order of Magnitude (ROM’s), Statements of Work (SOWs), and ensure successful deal closure and hand-off to Delivery.
• Serve as a recognized subject matter expert in ServiceNow and as a mentor to other architects and sales professionals.
• Maintain top-level certifications and continuing education across strategic partner ecosystem.
• Actively participate in and speak at industry events and conferences, establishing yourself as leaders in the digital transformation space.
• Produce thought leadership content, whitepapers, and internal enablement material to strengthen intellectual property and market presence.
• Build and sustain deep relationships with customers, sellers, and technology partners to foster long-term growth and customer satisfaction.
• Stay ahead of market trends and regulatory changes across verticals, advising clients on how to stay competitive and compliant.
• Proactively identify and pursue strategic opportunities to educate and empower clients and internal teams around emerging technologies and business challenges.

Principal Solution Architect – ServiceNow

• Delivering end-to-end implementations
• Designing scalable solutions
• Building integrations
• Automating workflows
• Ensuring strong governance and performance

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