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
• Drives successful delivery across ServiceNow ITOM/ITSM environments
• Owns end-to-end engagement with pre-sales support
• Translates business needs into effective solutions
• Provides advisory and implementation services
• Configures platform and applications according to best practices
• Trains and educates clients on solutions
• Provides post go-live support
• Builds relationships with team members and clients
• Documents detailed requirements

ServiceNow Engagement Manager

• 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

• 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

• 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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