• Responsible for performing application system analysis, design, and configuration to support organizational needs • Collaborates with stakeholders to gather and document requirements • Develops functional and technical specifications • Configures and maintains ServiceNow modules, workflows, forms, integrations, and related components • Leads and supports testing activities • Coordinates system implementations and enhancements • Ensures thorough documentation of system design and processes • Provides ongoing application support through troubleshooting, root cause analysis, and issue resolution • Supports reporting and dashboard development • Delivers end-user training to promote effective adoption and optimal use of the ServiceNow platform • Serves as a liaison between technical groups, clients, vendors, and key stakeholders • Conducts analysis of ServiceNow application design, including workflow configuration, module optimization, and implementation planning • Independently manages assigned ServiceNow projects and enhancements, ensuring timely delivery and adherence to departmental standards and governance • Plans and leads requirements gathering, business process analysis, and detailed design sessions • Configures and maintains ServiceNow applications (e.g., ITSM, ITOM, HRSD, CMDB, or other modules as applicable) • Assists with troubleshooting, root cause analysis, and resolution of ServiceNow incidents and system issues • Develops and maintains supporting documentation, including technical specifications, configuration documentation, knowledge articles, and status reports • Adheres to the change management process, ensuring appropriate documentation, communication, testing, contingency planning, and post-implementation review • Serves as a subject matter resource for ServiceNow support and assists with new module implementations, upgrades, and platform enhancements • Promotes platform governance, best practices, and continuous improvement while safeguarding confidential information and working effectively within a matrixed, bimodal environment