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

• Leads client-facing implementations and drives successful delivery across ServiceNow ITOM / ITSM environments
• Combines end-to-end engagement ownership with pre-sales support, including solutioning, scoping, and proposal development
• Recommends and delivers solutions that meet customer needs and ensure the solutions (when implemented) meet the functional requirements of the customer
• Prepares and executes workshops
• Promotes process standardization and efficiencies
• Determines and documents detailed requirements
• Designs process solutions
• Provides advisory and implementation services and solutions
• Configures the platform and applications
• Trains, enables, and/or educates the client on the solution
• Provides post go-live support
• Builds in-depth knowledge of technical and business priorities, challenges, and initiatives that can be translated into Advizex solution opportunities

ServiceNow Engagement Manager

• 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

• Triage and troubleshoot issues in client ServiceNow instances; identify root cause and recommend or implement corrective action.
• Perform light development and configuration tasks: business rules, client scripts, UI policies, flows, and form design within defined scope.
• Advise clients on platform behavior, configuration options, and best practices during support interactions.
• Participate in client calls to gather context, clarify scope, and communicate resolution status.
• Escalate issues that require senior consultant or technical lead involvement; document findings clearly before handoff.
• Maintain accurate records of work completed, including update sets, development stories, and resolution notes.
• Adhere to Sigital development standards and client-specific governance requirements.
• Support knowledge transfer and internal documentation efforts within the Managed Services team.
• Continue professional development through ServiceNow certifications and micro-certifications.

ServiceNow Technical Consultant – Operations

• Ensure stable, scalable, and secure delivery of ServiceNow capabilities across IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and related enterprise workflows
• Design, develop, configure, and customize ServiceNow applications and platform capabilities using industry best practices
• Configure and extend core ServiceNow modules such as Incident, Problem, Change, Request, Service Catalog, CMDB, and Knowledge Management
• Develop and maintain workflows, Flow Designer flows, business rules, UI policies, client scripts, and server-side scripts using JavaScript
• Design and support integrations with enterprise systems using REST, SOAP, APIs, MID Server, and data sources
• Support CMDB and CSDM implementations, including data modeling, reconciliation, discovery, and data integrity
• Enable automation and orchestration to reduce manual effort and improve service delivery efficiency
• Support ServiceNow environment health across development, test, and production instances
• Perform platform upgrades, patching, and release management activities in alignment with organizational change controls
• Monitor system performance and availability, proactively addressing risks to reduce service degradation or outages
• Develop dashboards, KPIs, and reports to provide operational visibility into service performance, compliance, and risk
• Partner with stakeholders to translate business requirements into measurable ServiceNow outcomes
• Collaborate with product owners, architects, infrastructure teams, and business stakeholders to gather requirements and deliver technical solutions
• Participate in Agile/Scrum ceremonies, including grooming, sprint planning, testing, and retrospectives
• Create and maintain technical documentation for configurations, integrations, and platform standards

Senior Software Engineer – ServiceNow Technology Engineer/Platform Engineer

• Lead strategic planning for technical solutions
• Design reliable engineering practices
• Maintain technical documentation
• Develop, configure, and maintain ServiceNow ITSM applications
• Streamline and optimize service delivery processes
• Manage the ServiceNow ITAM applications
• Track and manage IT assets throughout their lifecycle
• Leverage ServiceNow ITOM applications to monitor and manage the health and performance of IT services and infrastructure
• Maintain and optimize the ServiceNow CMDB to ensure accurate and up-to-date configuration data
• Manage relationships between configuration items and ensure data integrity
• Manage the entire lifecycle of a threat in Security Operations (SecOps)
• Automate the prioritization, grouping, and patching of vulnerabilities

Staff Engineer II – ServiceNow Developer

• Lead delivery of Professional Services engagements including the including the project management, financial reporting, client communication, and operational control.
• Facilitate communications, project planning, implementation consulting, track tasks and deliverables according to the statement of work and allocate the appropriate resources.
• Managed fixed-fee and variable priced engagements within contractional constraints.
• Manage project constraints (i.e., scope, schedule, budget) and project risks, issues, decisions, action items, and changes (i.e., RIDAC) as needed for project success.
• Perform delivery oversight of professional services staff to ensure timely and high-quality delivery of implementation projects and programs.
• Manage the client relationships with an emphasis on client satisfaction.
• Utilize the Agile/SCRUM methodology utilizing Smart Sheet and ServiceNow PPM.
• Help drive Sigital project management and implementation delivery process standardization and improvements.
• Flexibly perform duties during core US business hours and 10% travel as needed for client project activities.
• Coach and mentor project team members and junior team members.

ServiceNow Engagement Manager – Remote

• Be a functional subject matter expert on the delivery of the ServiceNow platform and applications implementation consulting engagements.
• Be a lead member of the overall implementation project team, collaborating with Engagement Manager and Technical Lead to ensure engagement success.
• Drive process definition, improvement, reengineering, and gap analysis of current vs. future processes.
• Identify solutions from a people, process and technology perspective during workshops with key client sponsors and stakeholders, generating the required outputs, outputs, including user stories, to the level required for configuration, development and testing stages of the engagement.
• Provide guidance and deliver successful implementation of the to-be processes in partnership with other members of the project team, including industry partners working as part of the same project team.
• Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommended solutions that detail requirements, ensuring the proposed solutions meet needs expectations, balancing requirements and process best practice.
• Identify, manage and communicate client business process and requirements, ensuring that proposed solutions meet needs expectations balancing client needs and process best practices.
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their associated processes.
• Serve as a liaison between client and technical implementation team.
• Create and update required documentation such as workshop agendas, stories, test cases, process guides and flow diagrams.
• Ensure process-related deliverables to clients are complete, consistent, high quality, and timely, and deliver valued outcomes.
• Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
• Collaborate and contribute to the creation, deployment and maintenance of process best practices and standards.
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.

Senior ServiceNow Business Process Consultant

• Support execution of ITSM RCSA cycles, including risk identification, inherent risk assessment, control mapping, and residual risk evaluation.
• Partner with ITSM process owners (Incident, Problem, Knowledge, Change, Asset, Configuration, Request, etc.) to identify key operational and technology risks.
• Document risks in enterprise risk tools (e.g., Archer, GRC platforms).
• Maintain risk statements, causes, impacts, and control relationships in accordance with enterprise risk taxonomy.
• Document and maintain key controls aligned to ITSM processes and regulatory / policy expectations.
• Perform control design and operational effectiveness assessments, including control evidence review, gap identification and remediation tracking.
• Support issue management for control deficiencies, audit findings, and risk events.
• Coordinate with Internal Audit and Second Line Risk during reviews and validations.
• Develop, maintain, and report ITSM risk metrics, including Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs).
• Ensure metrics are Enterprise‑sourced, well-defined with thresholds and escalation criteria, aligned to ITSM control objectives.
• Analyze trends, breaches, and emerging risks; provide clear executive‑level summaries and visualizations.
• Prepare RCSA summaries, control status reports, and metric dashboards for management and risk committees.
• Support regulatory, audit, and compliance responses related to ITSM risk and controls.
• Ensure ongoing alignment with enterprise risk frameworks, policies, and standards.
• Identify opportunities to enhance ITSM risk coverage, control maturity, and metric quality.
• Drive consistency and standardization across ITSM processes for risk and control documentation.
• Promote a risk‑aware culture within ITSM teams.

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