Partnering with IT and business stakeholders to translate operational needs into scalable ServiceNow solutions, including service catalogs, workflows, and reporting, Facilitating workshops and aligning ITIL-based processes with ServiceNow capabilities to drive adoption and process excellence, Designing and maintaining the overall ServiceNow platform architecture, including CMDB/CSDM alignment, integrations, security, and governance, Defining scalable platform standards and reviewing major changes, third-party apps, and custom solutions for architectural fit, Configuring and developing solutions on the ServiceNow platform (e.g., Flow Designer, Business Rules, Client Scripts, IntegrationHub, REST/SOAP integrations), Collaborating with external partners and vendors to ensure high-quality platform delivery and governance, Providing advanced platform support (Level 2/3), troubleshooting issues, and ensuring system stability, data integrity, and SLA compliance, Driving continuous improvement through upgrades, release management, documentation, and optimisation initiatives, Managing the platform roadmap and backlog for ITSM capabilities, prioritising features, and coordinating releases, Measuring platform performance through KPIs and identifying opportunities to increase automation, efficiency, and service quality