• Serve as a subject matter expert for ServiceNow CMDB and ITOM, ensuring data integrity, accuracy, and effective utilization. • Design, enhance, and manage business continuity and operational processes within the ServiceNow platform. • Analyze existing processes and procedures to identify opportunities for optimization, efficiency, and alignment with operational objectives. • Facilitate education sessions, workshops, and discussions with stakeholders to improve understanding of ServiceNow capabilities and process interdependencies. • Collaborate with cross-functional teams to ensure seamless integration and alignment of IT services across the organization. • Evaluate how interconnected ServiceNow components function together and recommend innovative improvements to maximize value. • Act as a strategic advisor rather than a traditional implementation lead, focusing on process refinement and evolution rather than net-new deployments. • Document process flows, recommendations, and best practices to support long-term scalability and consistency.