Specifically, the Associate CIO leads the continuation of the Enterprise Service Management initiative, manages the development and execution of the ServiceNow platform roadmap, and leads the support functions including the Service Desk, Field Support Operations, Client Systems Services, the Solution Center and works in close liaison with the IT Support Community and Distributed IT Practitioners. Oversees key IT Infrastructure Library (ITIL) processes, such as incident management, knowledge management, change management, request fulfillment, problem management, configuration management, software asset management, service catalog management, and service portfolio management.