Development and management of the Service Management Tool (SMT) taxonomies, processes, and workflows in alignment with ITIL best practices. Key Responsibilities: This role is responsible for the development and management of the Service Management Tool (SMT) taxonomies, processes, and workflows in alignment with ITIL best practices, Establishing and maintaining SMT policies, processes, and procedures in line with ITIL best practices, incorporating the Federated Mission Network (FMN) framework, Consult, Command, and Control (C3) taxonomy, and DevSecOps methodology, Developing and implementing taxonomies for various Service Management practices. Supporting other Service Management roles in creating ITIL processes within the SMT, Collaborating with other Service Management roles to assist in the development of Service Catalogue items, including managing their approval workflows within the SMT, Creating customized reporting solutions for any reports not provided "out of the box." Providing assistance, training, and guidance for the creation of customized SMT dashboards, Acting as the WSO point of contact when liaising with broader CIOG stakeholders on SMT-related matters, Keeping up-to-date with ServiceNow best practices, updates, and new features to drive continuous improvement. Required Skills and Experience: At least 3 years of experience in Service Management Tool Administration roles, Demonstrated ability to manage client relationships and effectively translate technical issues into clear, business-friendly language, Practical knowledge of ITIL practices, including Change, Incident, Problem, Service Catalogue, Service Level, Configuration, and Asset Management (aligned with ITIL V4 practices), Proven experience in configuring and administering the ServiceNow platform, specifically in incident, change, and problem management, ServiceNow certification(s), such as Certified System Administrator or Certified Implementation Specialist.