• Proactively engage with business stakeholders, end-users, and technical teams to elicit, clarify, and thoroughly document complex business requirements • Conduct in-depth analysis of current state processes, identifying pain points and opportunities for improvement • Perform gap analysis between current and desired future states, proposing practical and innovative solutions • Serve as an expert for customer hardware and software business requirements • Translate high-level business requirements into well-defined, actionable Epics, Features, and User Stories • Collaborate closely with Product Owners, Scrum Masters, and Development Teams to refine and prioritize the product backlog • Facilitate Agile ceremonies such as sprint planning, backlog grooming, and sprint reviews • Champion Agile best practices within the IT organization and broader business units • Develop a deep understanding of the lifecycle of government hardware assets and software licenses • Analyze requirements related to system integrations, performance, security, and scalability for both hardware and software applications • Work with architects and engineers to ensure proposed solutions are technically feasible and align with enterprise architecture standards • Leverage experience with the ServiceNow platform to analyze, design, and document solutions • Identify opportunities to enhance ServiceNow workflows, forms, reports, and integrations • Act as a subject matter expert for ServiceNow capabilities • Build strong, collaborative relationships with stakeholders at all levels • Communicate complex technical concepts clearly and concisely to non-technical audiences • Facilitate workshops, presentations, and training sessions as needed • Support User Acceptance Testing (UAT) by developing test cases, coordinating testing efforts, and validating solutions against business requirements