Lead design, implementation, and optimization of ServiceNow solutions (including CSM and CMDB) Analyze and improve existing processes using ServiceNow best practices Gather, document, and validate functional and technical requirements Translate requirements into user stories, use cases, and process flows Create and deliver training materials and sessions for end-users and admins Provide ongoing support and recommendations to enhance platform adoption Communicate complex technical topics to non-technical stakeholders Coordinate cross-functional teams to ensure on-time, on-budget delivery