Responsibilities:

• ServiceNow Development & Configuration: Deliver enhancements across ServiceNow ITSM, CSM, and Workspaces, including configuration, development, workflow optimization, integrations, and platform improvements.
• AI, Analytics & Reporting: Implement and optimize ServiceNow AI capabilities within tickets, workflows, knowledge, dashboards, and leadership reporting to improve operational visibility and decision-making.
• Knowledge & Self-Service: Enhance knowledge management, customer-facing widgets, dashboards, and self-service capabilities to improve user experience and access to information.
• Help Desk Optimization: Analyze and enhance help desk cases, fields, workflows, and processes to improve usability, efficiency, and adoption across IT support teams.
• Technical Leadership & Delivery: Lead technical execution, coordinate with client stakeholders, resolve blockers, monitor story progress, provide technical guidance, and ensure delivery against agreed timelines.
• Agile Collaboration & Communication: Work within a staff-augmentation/T&M model using ServiceNow stories for work tracking; participate in weekly status meetings covering progress, risks, blockers, and upcoming deliverables.