• Lead the technical administration and governance of ServiceNow ecosystem • Manage and maintain the health of a complex, domain-separated ServiceNow instance • Architect and audit ACL rules and configurations focused on data security • Partner with diverse departments to interpret business needs and build customized workflows • Oversee the onboarding and offboarding technical processes for companies and end users • Lead the customization and implementation of core ITIL modules • Support software engineering with design, development, and implementation of API and email integrations • Design and implement SLA workflows • Create and maintain UI Actions and Business Rules • Configure and manage the Now Assist Admin Console to oversee AI skill usage • Use the Now Assist Skill Kit to customize and refine AI prompts • Enhance self-service by configuring AI Search and Generative AI-powered Virtual Agents • Maintain and optimize machine learning models for automated ticket categorization • Collaborate with data owners to ensure high-quality data in the CMDB and Knowledge Base