Duties include but are not limited to: • Identifying business and technical problems and developing corrective actions or improvements, ensuring solutions are technically sound and aligned with Enterprise capabilities and practices • Analyzing and defining systems, functions, process and user needs • Developing and designing technical solutions to meet unique operational requirements, leveraging a broad array of technical capabilities, tools, and services • Developing and recommending policies and procedures to transition solutions from concept, through planning, to operations • Leading projects to update and modernize existing systems based on changes in operational need, policy, or organizational strategy • Creating documentation such as policies, procedures, workflows, and user guides to enhance user acceptance and system integration • Conduct organizational studies, map current ITSM processes, and perform gap analyses to identify improvement opportunities using frameworks like ITIL and Lean• Collaborate with stakeholders to elicit business needs, create user stories, acceptance criteria, and technical specifications for ServiceNow solutions• Assist in setting up workflows, business rules, forms, dashboards, and reports; ensure solutions align with business objectives• Provide expertise in Incident, Change, Problem, Asset, Configuration, and Knowledge Management• Lead technical solution design sessions, communicate project status, and serve as a liaison between business units, IT, and development teams• Participate in user acceptance testing (UAT), develop test cases, and create training materials for end-users. The purpose of the Special Operations Forces Information Technology Enterprise Contract(SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provideUSSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs),and its deployed forces with Operations and Maintenance (O&M) services to maintain NetworkOperations (NetOps); maintain systems and network infrastructure; provide end user andcommon device support; provide configuration, change, license, and asset management; conducttraining, and perform Install, Move, Add, Change (IMACs) services.