• Act as a trusted liaison between business stakeholders and technical teams throughout the ServiceNow lifecycle • Lead requirements gathering, analysis, and documentation, translating business needs into actionable ServiceNow solutions • Facilitate discovery sessions, workshops, and gap analyses, producing high-quality deliverables (process flows, user stories, acceptance criteria, etc.) • Support and enhance CMDB and Application Portfolio Management (APM) processes, including data governance and configuration management best practices • Assist with Event Management planning, backlog preparation, and operational readiness as demand scales • Communicate clearly with leadership, including reporting on coverage, skills, regions, and language alignment • Contribute to continuous improvement initiatives and operational excellence across the ServiceNow program