• Designs business-focused solutions in ServiceNow to ensure systems meet requirements, are efficient, effective, and scalable in support of organizational goals. • Partners with Business Analysts, ServiceNow Administrators, and Developers to produce technical specifications, support testing, and develop internal implementation plans. • Leads or participates in discovery calls and workshops as a ServiceNow subject matter expert to identify business needs and define, redesign, and improve internal processes. • Conducts gap analysis, documents current state and to-be state, and provides thought leadership to advise stakeholders on leveraging ServiceNow’s capabilities to improve business operations. • Manages, documents, and communicates system requirements to the delivery team to ensure proposed solutions and implementations meet stakeholder expectations. • Keeps abreast of ServiceNow technology to stay up to date with the latest ServiceNow features, updates, and trends to inform practice direction. Reviews ServiceNow technical literature. Attends meetings and training opportunities. • Performs all other duties or special projects as assigned.