ServiceNow

• Lead and ensure the successful delivery of ServiceNow implementation and support engagements.
• Drive business development in the sector, including: Supporting the execution of the segment strategy evangelizing ServiceNow platform solutions internally across Defense & Security segments to promote awareness of use cases and client opportunities, and supporting pre-sales activities inclusive of leading sales calls and proposal development and client presentations
• Support the practice leadership team to develop Sales strategies for growing the practice.
• Coordinate recruiting efforts to build a team and support growth in sales and high quality, repeatable engagements.
• Be accountable for ensuring the overall delivery execution quality of ServiceNow platform engagements in the segment providing oversight and governance.
• Mentor more junior team members in ServiceNow platform best practices and business analysis, project management
• Drive revenue of all ServiceNow solution offerings across businesses in the segment, with revenue management expectations of >$2 million in the first year
• Build and develop relationship / partnership with segment teams, aligning on sales pursuits, resource capacity and capabilities, and awareness across the industries.
• Build and develop relationships with ServiceNow Account leads in the D&S segment and support managing joint sales pursuits.
• Support to develop thought leadership content and marketing material.
• Maintain awareness of industry best practices and business levers for offerings keeping pace with ServiceNow product evolution within the sector.

Associate Delivery Director, 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

• Help translate complex business requirements into technical designs and solutions using ServiceNow.
• Lead the development of ServiceNow applications, ensuring alignment with business objectives and best practices.
• Provide technical expertise and guidance to other ServiceNow developers.
• Develop, configure, and enhance ServiceNow applications.
• Stay current with ServiceNow products, features, and industry trends to drive innovation.
• Conduct technical assessments and provide recommendations for improving existing ServiceNow implementations.
• Conduct reviews of functionality developed by ServiceNow development team and perform unit, system, and integration testing.
• Debug and fix technical problems.
• Support the development of detailed technical and functional documentation.
• Provide demonstrations of developed applications to product owners and end users.
• Participate in platform upgrade activities, including regression testing and reconfiguration.
• Ensure the security, scalability, and maintainability of ServiceNow solutions.

ServiceNow Developer

• 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.

ServiceNow Platform Engineer

• 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

• Partner with Architects and Engineering to inform the ServiceNow platform roadmap by providing demand insights, intake trends, and prioritization recommendations aligned to NFCU objectives.
• Translate business and regulatory priorities into structured demand, including well-defined requirements, use cases, and backlog items to support planning and delivery.
• Promote adoption of platform capabilities such as automation, AI, and integrations by guiding requestors toward standard patterns and enterprise-aligned solutions.
• Ensure demand aligns with enterprise architecture and technology standards by coordinating reviews, applying intake guardrails, and routing work through governance processes.
• Own the demand intake and prioritization process for ServiceNow, from request capture through backlog readiness and tracking to outcomes.
• Establish a consistent, transparent intake and prioritization model across all ServiceNow modules.
• Ensure demand decisions are evaluated against:
• Business value and member impact
• Regulatory and risk requirements
• Cost efficiency and operational benefit
• Apply standardized prioritization frameworks to enable objective, data-informed recommendations and decision-making.
• Facilitate platform governance forums, including demand prioritization, architecture review coordination, and release planning alignment.
• Coordinate with Risk, Compliance, Security, and Architecture teams to ensure adherence to NFCU standards.
• Apply governance guardrails for platform usage and development.
• Support audit readiness and ensure traceability of decisions and outcomes.
• Serve as the central coordination point for demand across ServiceNow modules and platforms.
• Partner with Product Owners, Engineering, Architecture, and Business stakeholders to align demand, priorities, and dependencies.
• Promote integrated solutions by identifying opportunities to reduce duplication Drive integrated solutions that reduce duplication and promote reuse.
• Enable alignment across competing priorities and organizational objectives.
• Operate within a SAFe-aligned delivery model as a Product Manager at the program level.
• Ensure work is aligned across epics, features, and stories.
• Participate in PI Planning, backlog refinement, and delivery reviews.
• Ensure delivery outcomes are aligned with defined business intent.
• Define and track performance metrics, including:
• Operational efficiency and productivity gains
• Cost savings and avoidance
• Risk reduction and compliance alignment.
• Service performance improvements.
• Deliver executive-level reporting and insights to leadership.
• Drive continuous improvement through data-driven decision-making.
• Act as a trusted interface for stakeholders submitting demand, ensuring engagement is positive while aligning requests to enterprise and platform priorities.
• Clearly communicate how decisions are made, including rationale for prioritization, deferral, or decline
• Establish a predictable and standardized intake experience across the enterprise.
• Facilitate discussions where priorities conflict, ensuring leaders understand impacts, dependencies, and trade-offs.
• Drive decision clarity within governance forums, ensuring outcomes are actionable and aligned.
• Present clear, structured options that enable leadership to make informed decisions without unnecessary complexity.
• Maintain neutrality and credibility by consistently applying prioritization criteria, ensuring decisions are not driven solely by urgency or influence.
• Clear routing and coordination with delivery managers.
• Capacity awareness without ownership.
• Ability to facilitate decisions across competing priorities.
• Clear scope as platform demand intake, not enterprise demand ownership
• Ability to take loosely defined requests and convert them into structured demand (epics/features).
• Strong translation between business needs and delivery-ready inputs.
• Confirm challenging assumptions early to prevent low-value work.
• Actively reducing noise and improving the quality of incoming demand.
• Creating transparency into the demand pipeline so stakeholders understand status and prioritization.
• Identifying duplicate or overlapping requests and driving reuse.
• Maintaining lifecycle hygiene, including aging demand and keeping the pipeline moving.
• Produce and communicate quarterly/annual/ad-hoc reports to measure continued improvement of demand management process.
• Serve as a trusted advisor to senior leaders across IT and business units.
• Lead and facilitate executive-level discussions and governance forums.
• Translate business needs into scalable and sustainable platform capabilities.
• Promote transparency and alignment across stakeholder groups.
• Partner with enterprise architects to ensure scalable, secure, and sustainable solutions.
• Promote use of out-of-the-box capabilities and minimize customization.
• Ensure alignment with CSDM, CMDB strategy, and enterprise data standards.
• Balance short-term delivery with long-term platform health.

Manager II, Technology Product Management – ServiceNow

• Define and maintain the overall ServiceNow platform architecture and roadmap
• Lead architecture design for ServiceNow modules including HRSD, CSM, and custom applications
• Establish platform governance, development standards, and best practices
• Collaborate with enterprise architects and business leaders to align ServiceNow capabilities with business strategy
• Act as a trusted advisor to clients and project teams
• Design scalable integrations with third-party systems using REST, SOAP, MID Server, Integration Hub, and APIs
• Create comprehensive technical documentation, including architecture diagrams, design specifications, and implementation guidelines

Lead ServiceNow Architect

• Lead technical development and configuration of ServiceNow for the Single-Pathway Issue-Resolution platform, working closely with PMs and BAs to ensure delivery on schedule and in compliance with VA requirements.
• Design, build, and maintain ServiceNow applications and workflows, including Service Portal pages, UI actions, business rules, client/server scripts, and automated notifications.
• Collaborate with cross-functional teams using Agile Scrum, contributing to sprint planning, daily standups, and backlog refinement.
• Use Jira to manage user stories, track tasks, and update development progress.
• Contribute to test case development and support User Acceptance Testing (UAT), stabilization, and bug remediation cycles alongside QA and functional leads.
• Follow VA OIT development standards and security guidelines throughout the SDLC.
• Ensure documentation and change management processes are maintained.
• Proactively identify platform issues, propose solutions, and deliver clean, testable, and compliant code.
• Participate in backlog development and refinement to support evolving system needs and integration into VA enterprise architecture.

• Support one or more project teams by using SN Agile and related tools to track testing progress, defects, risks, dependencies, and quality metrics across ServiceNow delivery work.
• Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.
• Participate in requirements reviews, backlog grooming, and sprint planning to identify test scenarios, risks, and impacts to ServiceNow ITSM workflows.
• Work with the project team during sprint planning to identify risks and potential system impacts.
• Develop, document, and execute test plans, test cases, and test scripts for ServiceNow enhancements and releases.
• Perform functional, regression, and user acceptance testing for ServiceNow ITSM modules, workflows, and web-based applications.
• Partner with developers and platform administrators to troubleshoot issues, validate fixes, and support root-cause analysis for ServiceNow defects.
• Execute test cases, document defects with clear reproduction steps, and partner with developers to support bug fixes and change requests.
• Review user stories and acceptance criteria and create test scenarios and scripts for ServiceNow enhancements using clear, traceable test documentation.
• Develop and maintain test plans (automated where applicable, eg ServiceNow ATF, Playwright, or other testing tools), test cases, regression suites, and validation documentation for ServiceNow releases, update sets, and new functionality.
• Support testing for ServiceNow platform upgrades, patches, and configuration changes to confirm stability across ITSM processes.
• Advise on and advocate for rigorous QA processes and documentation on projects and within the organization.
• Conduct demos or training necessary for the successful execution of the project.
• Communicate effectively with a wide variety of technical and non-technical audiences.

Senior ServiceNow ITSM Quality Assurance Analyst

• Work with government stakeholders to gather, document, and validate business and functional requirements
• Translate business needs into user stories, workflows, process maps, and functional specifications
• Work closely with ServiceNow developers, architects, administrators, and QA teams during implementation and enhancement projects
• Assist with the management of requirements and collaboration sessions using tools like ServiceNow, JIRA and Confluence
• Analyze existing business processes and recommend improvements using ServiceNow best practices
• Communicate effectively with a wide variety of technical and non-technical audiences
• Create and maintain documentation including BRDs, process flows, SOPs, and training materials
• Assist with backlog grooming, sprint planning, and Agile ceremonies
• Use diagramming tools to create mockups, workflows to elicit requirements
• Facilitate workshops, meetings, demos, and UAT sessions with business users
• Support testing activities including test case creation, defect tracking, and validation
• Provide end-user support and training when needed

ServiceNow Business Analyst – Public Trust

• Lead activation and configuration of Now Assist features within the client production environment, including incident summarization, AI-assisted resolution note generation, and generative AI prompt tuning aligned to client operational standards
• Implement and expand AI Search capabilities, including document indexing configuration and Knowledge Base governance controls such as content freshness workflows and review triggers
• Lead configuration-first ITSM implementations emphasizing out-of-the-box ServiceNow capabilities; design and enforce CI linkage on Incident and Change records and execute legacy data cleanup and field rationalization
• Manage structured environment promotion across development, test, and production instances, including test scripts, validation checklists, and security and data-handling sign-offs
• Develop and maintain Flow Designer automations, service catalog items, workflow configurations, Business Rules, UI Policies, Client Scripts, and Script Includes aligned to client requirements
• Conduct targeted assessments of client ITOM and CMDB environments, evaluating Discovery configuration, IRE reconciliation rules, data quality, and third-party data ingestion patterns from sources such as network management, MDM, and endpoint platforms
• Produce assessment findings and prioritized remediation backlogs to inform future-phase planning and level-of-effort estimates
• Define and maintain AI output validation standards; test AI-driven outputs for accuracy, security, and compliance prior to each production promotion cycle
• Serve as primary technical point of contact for client IT stakeholders, facilitating technical working sessions and presenting findings and recommendations clearly to non-technical audiences
• Provide technical mentorship, task direction, and peer review for the Senior Developer assigned to the engagement
• Produce delivery status reports, risk logs, and milestone artifacts aligned to engagement timelines and SOW commitments
• Adhere to established platform governance, change management, security review, and quality assurance processes throughout the engagement lifecycle

Lead ServiceNow Developer

• Support configuration and testing of Now Assist for ITSM features including incident summarization and resolution note generation, following technical guidance from the Lead Developer
• Assist with generative AI prompt tuning tasks and validate AI outputs against client quality and compliance standards prior to environment promotion
• Contribute to AI Search setup, document indexing configuration, and Knowledge Base governance rule implementation
• Execute user acceptance testing scripts for AI-driven capabilities and document results ahead of production promotion
• Develop and configure ITSM workflows, forms, UI Policies, Client Scripts, and notifications as directed by the Lead Developer
• Build and maintain Flow Designer automations and service catalog items aligned to client operational requirements
• Implement CI linkage enforcement on Incident and Change records; support legacy data cleanup and field rationalization activities
• Document all configuration changes accurately in update sets, change records, and engagement tracking tools
• Assist with CMDB data quality analysis including identification of orphaned CIs, duplicate records, and misclassified assets
• Support Discovery scope analysis and data ingestion review for third-party sources as directed
• Contribute to IRE reconciliation rule review and help document current-state findings for planning and assessment artifacts
• Execute unit and integration tests across lower environments per established test plans; log defects, track remediation, and re-test fixes prior to controlled production promotion
• Participate in sprint reviews, daily standups, and technical working sessions with the Lead Developer and client stakeholders
• Maintain configuration documentation including update set logs, test results, and environment-level change records throughout the engagement

Senior ServiceNow Developer

• Design, develop, configure, and enhance ServiceNow Field Service Management (FSM) solutions to support federal operational and field service requirements
• Implement and support ServiceNow FSM capabilities including:
• o Work Order Management
• o Task Management
• o Scheduling and Dispatch
• o Mobile Workforce Enablement
• o Customer Communication and Self-Service
• o Inventory and Asset Management
• o Route Optimization and Resource Coordination
• Configure and maintain digital work orders, field tasks, assignment rules, dispatch queues, and workflow automations
• Develop and support task bundling, questionnaires, inspection checklists, and compliance verification workflows
• Configure intelligent scheduling and dispatch capabilities based on technician skills, certifications, location, availability, and parts inventory
• Support appointment booking and customer scheduling experiences through Service Portal and/or UI Builder
• Configure route optimization and travel efficiency capabilities for field crews and technicians
• Design, develop, and support mobile field service experiences including offline functionality and mobile work execution
• Configure time tracking, labor tracking, and field activity reporting capabilities
• Support collaboration features including chat, file sharing, and communication between dispatchers and field personnel
• Configure proactive customer communications including ETA notifications, appointment reminders, and job status updates
• Develop customer self-service portals enabling request submission, appointment booking, and service tracking
• Support inventory and asset management capabilities including:
• o Warehouse inventory visibility
• o Truck stock inventory tracking
• o Consumable and parts usage logging
• o Automated inventory adjustments based on field usage
• Develop and maintain integrations between ServiceNow FSM and enterprise systems such as ERP, asset management, GIS, telematics, CRM, and external scheduling platforms
• Build and maintain custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations
• Collaborate with ServiceNow Architects to implement scalable, standards-based FSM solutions
• Participate in Agile and SAFe ceremonies including PI Planning, sprint planning, reviews, and retrospectives
• Perform code reviews and ensure adherence to development standards and platform best practices
• Support platform upgrades, patching, and performance optimization activities
• Troubleshoot and resolve FSM defects, mobile issues, and production support requests
• Ensure configurations and customizations align with federal security, compliance, and accessibility requirements
• Contribute to technical documentation, knowledge transfer, and operational readiness activities
• Support organizational change management and end-user adoption efforts for FSM capabilities
• Other duties as assigned

Senior ServiceNow Developer – FSM

• Design, develop, configure, and enhance ServiceNow SPM solutions to support federal program and portfolio management requirements
• Implement and support ServiceNow SPM modules including Idea Management, Demand Management, Project Portfolio Management (PPM), Goals Framework / Strategic Planning, Resource Management, IT Financial Management (ITFM), and Agile Development and SAFe-aligned delivery capabilities
• Configure project intake, portfolio governance workflows, investment tracking, roadmaps, scoring models, and approvals
• Develop and maintain custom applications, workflows, business rules, UI policies, Flow Designer automations, and integrations
• Configure and enhance resource planning, capacity management, and financial tracking capabilities across programs and portfolios
• Design and support integrations between ServiceNow and Agile delivery tools such as Jira and Azure DevOps (ADO)
• Collaborate with ServiceNow Architects and business stakeholders to implement scalable, standards-based SPM solutions
• Support strategic reporting, dashboards, KPIs, and executive workspaces for portfolio visibility and decision-making
• Participate in Agile and SAFe ceremonies including PI Planning, sprint planning, demos, reviews, and retrospectives
• Perform code reviews and ensure adherence to development standards, platform governance, and best practices
• Support platform upgrades, patching, and performance optimization activities
• Troubleshoot and resolve platform defects, integration issues, and production support requests
• Ensure configurations and customizations align with federal security, compliance, and accessibility requirements
• Contribute to technical documentation, knowledge transfer, and cross-team collaboration
• Support organizational change management and user adoption efforts for SPM capabilities

Senior ServiceNow Developer – SPM

• Lead hands-on platform configuration, customization, and deployment activities in alignment with enterprise design specifications and architectural standards
• Architect and implement complex platform integrations with existing enterprise systems, data sources, and third-party applications
• Conduct in-depth analysis of current-state technical environments to identify gaps, dependencies, risks, and migration requirements
• Define and own technical documentation including configuration guides, integration specifications, data flow diagrams, and deployment runbooks
• Lead data migration activities including strategy development, mapping, transformation, validation, and reconciliation
• Design and execute comprehensive testing strategies including unit, integration, regression, and performance testing
• Serve as a technical escalation point for platform issues, defects, and complex technical blockers across implementation phases
• Drive adherence to platform architecture standards, security requirements, and governance frameworks
• Provide technical leadership and mentorship to junior consultants and implementation team members
• Lead technical workstream planning, sprint activities, and delivery tracking in collaboration with the engagement lead
• Proactively identify and manage technical risks, dependencies, and cross-functional impacts
• Evaluate and recommend platform enhancements, optimizations, and scalability improvements throughout the engagement
• Own environment management strategy across development, test, staging, and production instances
• Partner with architecture, engineering, and security teams to validate designs and ensure enterprise-wide alignment
• Lead transition planning into deployment, hypercare, and post-go-live support phases
• Contribute to continuous improvement efforts by identifying and implementing process and technical efficiencies
• Other duties as assigned

Senior ServiceNow Platform Technical Consultant

• Participate in IT Asset Management (ITAM) implementation initiatives
• Establish and manage engagement governance, cadence, and reporting
• Build strong relationships with client leadership and key ITAM stakeholders
• Lead executive communications including steering committees and status reporting
• Facilitate workshops to capture current-state asset management processes
• Define future-state ITAM process frameworks aligned to target platform and tooling capabilities
• Coordinate across diverse stakeholders including IT operations and infrastructure teams, Procurement, finance, and vendor management stakeholders
• Identify risks, dependencies, and organizational change impacts
• Own quality and completion of all implementation outputs
• Align ITAM implementation outputs with the broader IT transformation roadmap

ServiceNow ITAM Business Process Consultant

• Serve as the primary point of accountability for SOW delivery
• Establish and manage engagement governance, cadence, and reporting
• Build strong relationships with client leadership and key ITSM stakeholders across the organization
• Lead executive communications, including steering committees and status reporting
• Lead end-to-end ITSM implementation activities across multiple business units and technology teams
• Facilitate workshops to capture: Current-state service management processes (incident, problem, change, request fulfillment), Variations across teams and departments (operational, data, compliance), Pain points, gaps, and optimization opportunities
• Define future-state ITSM process frameworks aligned to target platform and tooling capabilities
• Develop standardization and harmonization recommendations across service domains and business units
• Coordinate across diverse stakeholders including: IT operations, infrastructure, and service desk teams, Business unit owners and end-user representatives, Compliance, security, and audit stakeholders
• Drive alignment on common vs. business-unit-specific ITSM requirements
• Identify risks, dependencies, and organizational change impacts
• Own quality and completion of all implementation outputs, including: Process maps (current/future state), ITSM requirements documentation, Gap analysis and recommendations, Executive summaries and decision materials
• Ensure deliverables are clear, actionable, and implementation-ready
• Provide direction and oversight to BA/BPC resources
• Delegate and manage workstreams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Align ITSM implementation outputs with the broader IT transformation roadmap
• Partner with technology and architecture teams to ensure feasibility and integration with existing CMDB, ITAM, and service management tooling
• Support transition into design, configuration, and deployment phases
• Other duties as assigned

ServiceNow ITSM Business Process Consultant

• Execute hands-on platform configuration, customization, and deployment activities in alignment with design specifications
• Develop and maintain technical documentation including configuration guides, integration specs, and deployment runbooks
• Analyze current-state technical environments to identify gaps, dependencies, and migration requirements
• Design and implement platform integrations with existing enterprise systems and data sources
• Support data migration activities including mapping, validation, and reconciliation
• Conduct unit and integration testing to ensure configurations meet functional and technical requirements
• Troubleshoot and resolve platform issues, defects, and technical blockers across implementation phases
• Collaborate with architecture and engineering teams to validate technical designs and ensure adherence to standards
• Participate in technical workstream planning, sprint activities, and delivery tracking
• Contribute to quality assurance processes, including peer review of technical configurations and documentation
• Identify and escalate technical risks, dependencies, and impacts to the engagement lead
• Support environment management including development, test, and production instances
• Assist in the transition to deployment and post-go-live support phases
• Other duties as assigned

ServiceNow Platform Technical Consultant

• Lead the definition, development, and implementation of ServiceNow solutions in a dynamic, agile IT Service Management (ITSM) environment
• Bridge the gap between mission stakeholders and technical teams, ensuring the ServiceNow platform evolves to meet operational needs while promoting enterprise-wide adoption through effective training, communication, and change management
• Translate mission needs into actionable user stories and prioritized backlogs for the ServiceNow development team, ensuring alignment with organizational goals
• Collaborate with internal customers, business process owners, and cross-functional teams to gather requirements, define success criteria, and continuously refine platform strategy
• Work closely with developers, testers, and Scrum Masters in Agile ceremonies such as daily standups, sprint planning, reviews, and retrospectives to ensure timely delivery of features and enhancements
• Support ServiceNow platform governance by enforcing standards, ensuring alignment with enterprise architecture, and maintaining configuration integrity
• Develop and deliver user training, documentation, and internal communications to increase platform literacy and user adoption across the organization
• Lead change management efforts associated with new ServiceNow releases or capability rollouts, minimizing disruption and maximizing value delivered
• Monitor platform usage, gather user feedback, and analyze metrics to drive continuous improvement initiatives

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