Services to be provided:

1. Development and Customization

1. Design, develop and configure custom ServiceNow applications including Service Management (ITSM), Customer Service Management (CSM), Public Sector Digital Services (PSDS) and other modules as required.
2. Implement ServiceNow scripting (Business Rules, Client Scripts, Script includes, UI)
3. Create and optimize workflows, approval processes, and automation solutions using Workflow, Flow, and Playbooks.
4. Create and update taxonomy, widgets, and content in both ESC Pro and GSP Pro portals.
5. Implement and enhance Service Catalog items.
6. Develop automated notifications, escalations, and reports for improved operational efficiency.
7. Develop Automated Test Framework testing scripts for changes.
8. Conduct unit and integration testing on new or updated business process workflows.
9. Support system and user acceptance testing and provide defect resolution.
10. Develop release management documentation for each production change.
11. Create dashboards and reports per business requirements.
12. Troubleshoot and mitigate reported defects.
13. Provide level of effort estimates for new application development projects.
14. Provide data conversion, if needed.
15. Other work as assigned in the ServiceNow platform.

1. Training
   1. Develop training materials in an approved format for each implemented workflow including end-user documentation, presentation materials, scenarios and exercises, self-guided tutorials, and help tools.
   2. Create Knowledge Base articles.

1. Knowledge Transfer
   1. Document configuration and implementation procedures and provide the documentation to the application administrators and developers.
   2. Provide knowledge transfer sessions with the key client staff on the configuration and implementation of ServiceNow applications to ensure application administrators and developers can support the system.
   3. Provide mentoring and guidance to ServiceNow system administrators and developers.