This role owns the design, configuration, and continuous evolution of the ITIL practice - including Major Incident Response (MIR), Post-Incident Review (PIR), and Problem Management - while serving as a hands-on engineer within ServiceNow and adjacent tooling platforms. Design and build ServiceNow workflows, business rules, UI policies, Flow Designer automations, and integration spokes connecting monitoring platforms (Dynatrace, Splunk, PagerDuty/AlertOps, etc.).