ServiceNow

• 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.

ServiceNow Developer

• 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.

Software Engineer III – ServiceNow

• 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

• 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

• Design, engineer, configure, and support CMDB functionality within the ServiceNow platform.
• Build CMDB solutions aligned with ServiceNow best practices and performance standards.
• Support implementation, optimization, and adoption of advanced ServiceNow capabilities.
• Ensure CMDB-related services remain stable, secure, resilient, and scalable.
• Provide dedicated engineering coverage where broader ServiceNow platform teams are capacity constrained.
• Accelerate delivery by reducing cycle time for enhancements and fixes impacting CMDB workflows.
• Identify and reduce technical debt to improve maintainability and reliability of the platform.
• Partner closely with CMDB governance, operations, and client teams to translate requirements into durable technical implementations.

ServiceNow Platform Engineer – CMDB

• 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

• Administer, configure, and enhance the core ServiceNow modules including ITSM, HRSD, ITOM, ITAM, Employee Center and custom applications to support business needs
• Develop and maintain ServiceNow applications, workflows, and automation solutions
• Create and manage Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer workflows
• Design and implement integrations between ServiceNow and third-party systems (e.g., Active Directory, Azure, SCCM, Office 365, Snowflake, etc.)
• Utilize REST/SOAP APIs, MID Servers, Integration Hub, and webhooks to connect ServiceNow with enterprise applications
• Develop PowerShell scripts to automate IT tasks, system monitoring, and data synchronization with ServiceNow
• Design and implement identity lifecycle processes (onboarding, offboarding, role changes) within ServiceNow
• Integrate ServiceNow with IAM platforms (e.g., Okta, Azure AD, Ping, Saviynt, ZertID)
• Build and manage access request workflows, access certification campaigns, and entitlement reviews
• Ensure compliance with identity governance policies and audit requirements
• Partner with cybersecurity, HR, and compliance teams to align identity processes with organizational policies

• 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

Lead Software Engineer – ServiceNow

• 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

• Administer and maintain the ServiceNow platform, ensuring high availability and performance
• Configure and manage workflows, business rules, client scripts, UI policies, and forms
• Manage users, roles, groups, and access controls
• Support and enhance ITSM, ITOM, and VR modules
• Perform upgrades, patches, and platform releases, including testing and validation
• Monitor system performance and troubleshoot issues
• Maintain documentation for configurations, processes, and procedures
• Collaborate with stakeholders to gather requirements and implement solutions
• Ensure platform compliance with security and governance standards
• Provide Tier 2/3 support and training for end users as needed

ServiceNow Administrator/Developer

• 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.
• Promote organizational mission, values, and ethical standards across all team interactions.

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