ServiceNow

• Own product strategy, roadmap, and development for ServiceNow
• Define Architecture & Platform Strategy
• Own Integration & Enterprise Architecture Patterns
• Enable application lifecycle decisions (rationalization, modernization, retirement)
• Collaborate with architects, developers, and operations teams using Agile/Scrum
• Establish Platform Governance & Engineering Standards
• Ensure Quality, Performance & Reliability while supporting delivery and continuous improvement

Principal Service Engineer – Platform Developer/Architect, ServiceNow

• Own the product vision, strategy, and roadmap for the enterprise Service Management Platform (ServiceNow) across ITSM, Technology Management, and Core Platform capabilities.
• Drive platform governance, ensuring alignment with enterprise architecture, security standards, and strategic priorities.
• Partner with key stakeholders to prioritize platform enhancements and backlog items based on value, risk, user impact, and operational needs.
• Ensure platform capabilities scale effectively and support enterprise-wide service management maturity.
• Lead efforts to drive organizational adoption of platform features, ensuring successful enablement and improved user experiences.
• Collect and evaluate platform feedback to guide iterative enhancements and future roadmap planning.
• Serve as an escalation point for major platform issues and provide oversight for L3 incident management, coordinating with technical teams to resolve complex operational problems.
• Define and measure platform KPIs to communicate product value and operational impact.
• Conduct market and industry research to identify new ServiceNow capabilities, trends, and best practices that support platform evolution.
• Engage and manage stakeholders across business and technology teams, ensuring alignment, transparency, and shared decision-making.
• Define epics, features, and acceptance criteria that guide development teams.
• Translate platform strategy into actionable functional requirements.
• Maintain thorough functional documentation for platform features and capabilities.
• Oversee product governance processes and ensure compliance with enterprise standards.
• Develop and document functional and technical story-level requirements for ServiceNow modules and enhancements.
• Write clear, user-focused stories that reflect business needs and platform best practices.
• Define story acceptance criteria and conduct functional validation.
• Coordinate User Acceptance Testing (UAT) and ensure testing outcomes align with release expectations.
• Provide oversight for initiatives involving the Service Management Platform, ensuring alignment with scope, timelines, and platform strategy.
• Develop comprehensive testing strategies for platform releases, enhancements, and feature deployments.

Service Management Platform, ServiceNow Product Management

• Oversee the implementation, integration, and continuous improvement of enterprise change management processes, ensuring strong governance and adherence
• Assess impact, cost-benefit, and risk of proposed changes to support informed, data-driven decisions
• Lead end-to-end planning, coordination, and execution of large-scale application and infrastructure changes
• Manage high-volume change environments, optimizing scheduling, prioritization, and minimizing conflicts in production
• Drive engagement with Change Advisory Board (CAB) and CIO governance forums, providing insights and recommendations on complex changes
• Partner with IT and business leaders to consult on enterprise-wide change strategies and large-scale transformation programs
• Ensure seamless integration of change management with broader service management functions (incident, release, problem management)
• Maintain continuous stakeholder communication across IT, business, and leadership teams to ensure alignment and transparency
• Lead and mentor the change management team, ensuring high performance and strong operational execution
• Champion change management hygiene, process discipline, and audit readiness, improving overall system stability and service availability

Change Manager – ServiceNow IT Service Management

• 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.

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