ServiceNow

• 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

• Serve as the end-to-end owner for assigned WSD capabilities, ensuring alignment between business objectives, technology strategy, and execution
• Demonstrate strong technical acumen to effectively partner with engineering, architecture, infrastructure, security, and vendor teams
• Proactively identify delivery, technical, operational, and dependency risks before they impact project timelines or business operations
• Maintain clear visibility into application health, production issues, integration performance, technical debt, and upcoming platform changes
• Drive resolution of complex technical and business challenges by facilitating collaboration across multiple teams
• Provide leadership during incidents, production support events, and major releases, including issue triage, root-cause analysis, prioritization, and communication
• Partner with engineering teams to translate business requirements into scalable, supportable, and secure technical solutions
• Ensure quality through active participation in solution reviews, test planning, validation activities, release readiness assessments, and post-implementation reviews
• Continuously monitor industry trends, ServiceNow platform capabilities, and emerging technologies to identify opportunities for innovation and platform optimization
• Proactively look ahead to roadmap commitments, capacity constraints, dependency risks, compliance requirements, and future business needs rather than reacting to issues after they occur
• Develop and maintain strong relationships with product owners, business stakeholders, technology teams, operations partners, and vendors to ensure successful delivery outcomes
• Champion operational excellence through data-driven decision-making, service metrics, adoption monitoring, and continuous improvement initiatives
• Act as a strategic advisor and product visionary, helping shape future WSD capabilities and workplace technology initiatives while ensuring current operational stability
• Mentor less experienced software engineers
• Collaborate and influence all levels of professionals including managers
• Lead teams to achieve objectives
• Partner with production support and platform engineering teams effectively

Lead Specialty Software Engineer – ServiceNow WSD

• 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

• Manage day to day enhancements and fixes of ServiceNow HR
• Facilitate the requirements, design, testing, and delivery of projects and system enhancements
• Ensure the accurate collection, control, processing, and maintenance of confidential employee record data
• Collaborate with different Fidelity teams
• Manage the end to end implementation of ServiceNow enhancements and defects
• Research and advise on existing and upcoming capabilities of ServiceNow
• Research and implement solutions to incidents and requests
• Update standards and procedures documentation as required
• Coordinate & Publish HR Knowledgebase articles
• Assist with the creation of automated test scripts for future upgrade releases
• Leverage business process and system processes to propose technical/non-technical solutions
• Build trust and leverage relationships with key business partners

Senior ServiceNow HR Analyst

• 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

• Independently designs, develops, tests, and maintains complex software components and services addressing business and user requirements.
• Implements advanced features and enhancements using established coding standards, architectural patterns, and development best practices.
• Leads code reviews and provides constructive feedback to ensure code quality, maintainability, and performance.
• Collaborates with cross-functional technical teams to plan and execute technical initiatives, ensuring timely delivery of solutions.
• Troubleshoots, debugs, and resolves complex software defects and production issues, applying root-cause analysis and corrective actions.
• Participates actively in the full software development lifecycle, including requirements analysis, design discussions, development, testing, deployment, and support.
• Applies secure coding practices, testing strategies, and documentation standards to ensure software quality and compliance with organizational guidelines.
• Mentors and supports junior engineers to foster technical growth and adherence to best practices.
• Utilizes and contributes to existing frameworks, tools, and technologies to enhance application development across relevant technology domains.

Senior ServiceNow Developer

• Provide day-to-day platform administration, user support, configuration management, upgrade support, integration coordination, change management support, data quality oversight, audit support, and architectural guidance to ensure the platform effectively supports business operations and IT Service Management (ITSM) requirements.
• Administer users, groups, roles, ACLs, and overall platform configuration.
• Manage platform updates, patches, releases, instance clone activities, and upgrades.
• Monitor platform performance, instance health, and ServiceNow emails and incident tickets requesting technical assistance.
• Submit updates to common data elements: categorizations, application data, location data, user data, knowledgebase articles, support group roles, report design, and CMDB.
• Perform monthly ServiceNow SOX audit activities as defined by the company.
• Maintain ServiceNow foundation data and ensure data quality.
• Plan, design, and implement new applications and configurations, including organizational group roles and Change Coordinator groups as needed.
• Configure and support workflows, business rules, forms, catalogs, reports, dashboards, and notifications.
• Recommend and create application configurations, standards, and administrative evaluations based on functional specifications and application reviews.
• Confirm that all configurations conform to company’s standards.
• Implement assigned Change Requests.
• Perform CAT/functionality tests prior to production implementations.
• Support system interfaces, eBonding, and internal services (e.g., eAccess).
• Coordinate and support integration between ServiceNow and other enterprise systems.
• Provide architectural guidance for platform design, integration strategy, and long-term maintainability.
• Support REST API integrations, data imports/exports, Transform Maps, MID Server, and Integration Hub.
• Provide administration and operations support across the full ServiceNow suite, including Incident Management, Problem Management, Change Management, Service Catalog, Service Level Management, and Asset Management.
• Provide Change Management administration, oversight, and operational support.
• Perform Risk Management oversight.
• Unit test systems and provide SIT/CAT plans and assistance.
• Support Automated Test Framework (ATF), regression testing, and customer acceptance testing.
• Document and verify that all work meets company’s standards.
• Act as an escalation point for ServiceNow support for end-user inquiries and consultation.
• Perform application and end-user support; serve as a ServiceNow Subject Matter Expert (SME).
• Provide ServiceNow education and training to end users and stakeholders.
• Collaborate with stakeholders to gather requirements, support enhancements, and participate in solution reviews.
• Provide new development requirements as needed.

ServiceNow Platform Administrator

• 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

• 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

• Manage and resolve issues against ServiceNow applications
• Advise internal teams and lines of business regarding process and technology inefficiencies within the platform
• Perform routine maintenance to include performance monitoring and error identification/ remediation
• Maintain and improve the overall stability of the platform ensuring best practices are identified and incorporated into the platform
• Manage Instance Security, User/Group access, roles and associated relationships, and Access Control Lists (ACLs)
• Provide training and knowledge across the platform to our internal team and external business partners
• Develop reporting strategy and maintenance plan for platform wide reporting

ServiceNow Platform Engineer

• Develop and enhance ServiceNow applications and workflows within HRSD and ITSM products along with other modules in the future.
• Implement integrations between ServiceNow and enterprise systems such as HRIS (e.g., Workday), ERP, and project management tools.
• Maintain custom integrations leveraging a variety of technologies (e.g., JDBC, REST, flat file, etc.), evaluating and configuration Integration Hub spokes, and UI customizations.
• Ensure platform performance, security, and compliance with internal policies and industry standards.
• Participate in Agile development processes.

• Contributes to the design, development, and support of the ServiceNow platform, delivering reliable and scalable solutions aligned to enterprise standards.
• Accountability for resolving platform incidents within established service-level expectations, maintaining compliance with change and release governance controls.
• Contributes to sustained platform availability and demonstrates success through high first-pass quality on code reviews and peer-reviewed configurations.
• Ensures lifecycle activities—upgrades, deployments, and patching—are completed cleanly and without audit findings.
• Supports integration reliability across enterprise systems and contributes to team knowledge through documented resolutions and peer mentoring.
• Performs problem tracking, diagnosis, root cause analysis, and resolution for complex issues within the ServiceNow platform.
• Responds to incidents and service tickets in a timely manner, troubleshooting and resolving platform issues while documenting actions and outcomes.
• Analyzes trends in incidents and platform performance, recommending long-term improvements.

• Serves as the technical steward of the ServiceNow platform as an enterprise-grade engineering product
• Owns the stability, scalability, and performance of the platform under concurrent delivery demand
• Ensures consistently high availability, adherence to defined service-level objectives for latency and reliability
• Conducts clean upgrade and release cycles free of critical regressions
• Defines and enforces instance health standards, upgrade governance, and application architecture practices
• Performs problem tracking, root cause analysis, and resolution for highly complex issues across the ServiceNow platform
• Leads and manages the ServiceNow platform experience, overseeing teams responsible for development
• Owns platform health and performance, defining and maintaining availability, latency, and reliability targets (SLOs)
• Provides technical consultation on complex platform engineering challenges
• Leads large-scale platform initiatives, including upgrades and regression testing
• Establishes and enforces platform standards, including security and engineering rigor
• Designs and enables scalable ServiceNow solutions
• Implements platform observability, monitoring, and performance optimization capabilities
• Interprets business and technical challenges, recommending innovative ServiceNow solutions
• Collaborates with internal stakeholders and external vendors to enhance platform capabilities
• Mentors and develops less experienced team members
• May manage a team and drive accountability for ServiceNow platform delivery

Senior Platform Engineer – ServiceNow

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Software Engineer – ServiceNow

• Lead moderately complex initiatives and deliverables within technical domain environments
• Contribute to large scale planning of strategies
• Design, code, test, debug, and document for projects and programs associated with technology domain, including upgrades and deployments
• Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures
• Resolve moderately complex issues and lead a team to meet existing client needs or potential new clients needs while leveraging solid understanding of the function, policies, procedures, or compliance requirements
• Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals
• Lead projects and act as an escalation point, provide guidance and direction to less experienced staff

Senior Software Engineer – ServiceNow

• Deliver highly complex solutions with significant system linkages, dependencies, associated risk.
• Lead and perform development efforts such as analysis, design, coding/creating, and testing.
• Partner with platform architecture, product owners, and business partners for technical designs and technical implementations.
• Help design and implement new products and features while also enhancing the existing product suite.
• Participate in testing, implementation, maintenance, and escalated support of Truist's most complex solutions.

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