ServiceNow Lead / Architect – CSM & Financial Services Operations | Remote U.S.

ServiceNow Lead / Architect – Financial Services Operations (FSO)

📍 Location: Fully Remote (U.S. – preference for NY)
💼 Employment Type: Full-Time
💰 Base Salary: $150,000 – $170,000
🎯 Bonus Eligible: Yes
🌎 Visa Sponsorship: Available
✈️ Travel: Occasional (as required)

Role Overview

We are seeking an experienced ServiceNow Lead / Architect with deep expertise in Customer Service Management (CSM) and Financial Services Operations (FSO).

This role will serve as the technical owner across client implementations — leading architecture, mentoring developers, and driving delivery excellence across enterprise ServiceNow programs within commercial banking and financial services environments.

You will operate at the intersection of solution architecture, technical leadership, and client engagement, ensuring high-quality delivery while scaling best practices across the ServiceNow ecosystem.

Key Responsibilities

🔹 Technical Leadership

• Act as technical owner for ServiceNow engagements

• Lead and mentor a team of developers

• Assign development tasks and provide architectural guidance

• Review sprint-level design and code for quality assurance

🔹 Architecture & Solution Design

• Lead requirements discovery sessions with stakeholders

• Design and implement complex ServiceNow solutions

• Architect workflows, case management, and automation across:

• CSM

• Financial Services Operations (FSO)

• Translate business requirements into scalable technical designs

• Lead greenfield implementations and enterprise rollouts

🔹 Development & Platform Expertise

• Build and customize:

• Complex workflows and workflow activities

• Business Rules, Client Scripts, UI Policies, UI Actions

• Script Includes, ACLs, Service Portal components

• Integrate third-party systems using:

• REST

• SOAP

• Scripted APIs

• Flow Designer / Integration Hub

• Manage deployments via Update Sets

• Oversee instance cloning, upgrades, and environment strategy

🔹 Governance & Platform Health

• Monitor ServiceNow health, usage, and compliance

• Lead production support and issue resolution

• Coordinate production and sub-production releases

• Support regression testing and upgrade remediation

• Maintain detailed technical documentation

🔹 Practice & Knowledge Leadership

• Participate in blueprinting workshops

• Assist in project estimation

• Lead knowledge transfer sessions

• Contribute to Center of Excellence (COE) standards

• Support continuous improvement of development best practices

• Lead internal training workshops

Required Qualifications

• 10–15+ years of overall IT experience

• Strong experience in ServiceNow Development

• Extensive experience in:

• Customer Service Management (CSM)

• Financial Services Operations (FSO)

• Proven experience leading client-facing technical projects

• Strong hands-on scripting experience (JavaScript within ServiceNow)

• Experience deploying code across lower and production environments

• Experience with integrations and API development

• Excellent communication and stakeholder engagement skills

Certifications (Required)

• ServiceNow Certified System Administrator (CSA)

• At least one mainline Implementer Certification (FSO / CSM / HRSD / ITSM / GRC)

• Strong preference for Financial Services Operations (FSO) Professional Certification

Highly Preferred Experience

• Case management implementations supporting:

• Dispute Management

• Fraud Claims Processing

• Client Onboarding

• Loan Operations

• Card Operations

• Treasury Operations

• Greenfield implementation of a ServiceNow module

• Experience coordinating platform upgrades and cloning

• Strong understanding of ServiceNow best practices

Ideal Candidate Profile

• Architect-level thinker with hands-on capability

• Strong leadership presence in client-facing environments

• Experience operating in financial services or commercial banking

• Structured, detail-oriented, and delivery-focused

• Comfortable leading distributed teams in agile environments

• Proactive, self-motivated, and solution-oriented

Skill Matrix Required for Submission

Candidates must provide:

1. Total years of ServiceNow development experience

2. Total years of CSM experience

3. Total years of FSO experience

4. Total years operating in an Architect capacity

Compensation & Benefits

• 💰 Base Salary: $150,000 – $170,000

• Bonus eligible

• Full benefits package

• Remote flexibility

• Long-term career growth within enterprise-scale transformation programs

ServiceNow Developer – ITSM / Platform Development | Abu Dhabi

Job Title: ServiceNow Developer

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a growing ServiceNow Partner delivering digital transformation programmes across the Middle East. As we expand our UAE practice, we are building a strong delivery team to support enterprise and public sector customers.

We are looking for a capable and motivated ServiceNow Developer to support the design, configuration, and implementation of scalable platform solutions.

Role Summary

The ServiceNow Developer will work as part of a delivery team to configure and develop solutions across the ServiceNow platform. You will translate functional requirements into technical configurations, support integrations, and ensure solutions follow best practice.

This is a hands-on role suited to a developer with solid ServiceNow experience who is looking to grow within a structured consulting environment.

Key Responsibilities

• Configure and develop solutions across modules such as ITSM, ITOM, ITAM, CSM, or HRSD.

• Build workflows, business rules, client scripts, UI policies, forms, and catalog items.

• Support integrations using REST, SOAP, and MID Servers.

• Assist with CMDB configuration and data management where required.

• Participate in testing, defect resolution, and deployment activities.

• Support platform upgrades and ongoing enhancements.

• Work closely with senior developers, architects, and business analysts to deliver high-quality solutions.

• Produce clear technical documentation and configuration notes.

Experience Required

• 2–5+ years of hands-on ServiceNow development experience.

• Strong understanding of platform configuration and scripting fundamentals (JavaScript, Glide APIs).

• Experience working within at least one core ServiceNow module (ITSM preferred).

• Exposure to integrations and basic CMDB concepts.

• Experience working in Agile or structured delivery environments.

Skills & Capabilities

• Strong problem-solving and troubleshooting skills.

• Good understanding of ServiceNow development best practices.

• Ability to work collaboratively within delivery teams.

• Structured and quality-focused mindset.

• Willingness to learn and progress toward senior or specialist roles.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD) (desirable)

• ITIL Foundation (advantageous)

Why Join Kaptius

• Competitive, tax-free compensation.

• Exposure to enterprise-scale ServiceNow programmes.

• Clear career progression to Senior Developer, Technical Lead, or Architect.

• Opportunity to be part of a growing ServiceNow practice in Abu Dhabi.

Lead ServiceNow ITAM Implementer – HAM & SAM Pro | Abu Dhabi

Job Title: Lead ITAM Implementer (HAM / SAM)

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a fast-growing ServiceNow Partner, delivering enterprise-scale digital transformation programmes across the Middle East. As our footprint in the UAE continues to expand, we are strengthening our IT Asset Management (ITAM) capability to support complex customer environments and long-term platform maturity.

We are looking for a Lead ITAM Implementer with deep hands-on expertise across Hardware Asset Management (HAM) and Software Asset Management (SAM) to lead and deliver high-quality implementations for our customers.

Role Summary

The Lead ITAM Implementer is responsible for designing, implementing, and optimising ITAM solutions on the ServiceNow platform, with a strong focus on HAM and SAM. This role sits at the intersection of technical delivery, process design, and customer engagement.

You will lead ITAM implementations end to end, act as a subject matter expert for asset lifecycle and compliance, and work closely with architects, developers, and customer stakeholders to ensure ITAM solutions deliver measurable business value.

This is a senior, hands-on role suited to someone who enjoys owning outcomes, guiding others, and engaging directly with customers.

Key Responsibilities

• Lead the end-to-end implementation of ServiceNow ITAM, including HAM and SAM Pro.

• Design and configure asset lifecycle processes, including procurement, receiving, deployment, maintenance, optimisation, and disposal.

• Implement and optimise software asset management capabilities, including entitlement management, reconciliation, compliance, and optimisation.

• Configure and govern hardware asset models, lifecycle workflows, and asset normalisation.

• Work closely with Discovery, CMDB, and ITOM teams to ensure accurate asset and configuration data.

• Design and support integrations with procurement, finance, inventory, and vendor systems.

• Act as ITAM design authority on projects, ensuring best practice and reuse of standard components.

• Lead customer workshops and working sessions to define ITAM requirements, processes, and operating models.

• Provide guidance and mentoring to developers, administrators, and junior ITAM consultants.

• Support pre-sales activities, including solution design, estimation, and responding to ITAM-related requirements.

• Identify opportunities to expand ITAM adoption across customers and feed these into delivery roadmaps.

Experience Required

• Strong hands-on experience implementing ServiceNow ITAM, with deep expertise in HAM and SAM.

• Proven track record delivering enterprise ITAM implementations, ideally in consulting or partner environments.

• Practical experience with software licensing models, entitlement management, and compliance reporting.

• Experience working with Discovery, CMDB, and integrations to support accurate asset data.

• Comfortable engaging directly with customer stakeholders, including IT, procurement, finance, and asset managers.

• Experience leading delivery streams or acting as a lead consultant on ITAM-focused engagements.

• Familiarity with Agile delivery and ITIL-aligned service management practices.

Skills & Capabilities

• Deep understanding of ITAM processes and how they are implemented on the ServiceNow platform.

• Strong configuration skills across HAM and SAM Pro, including workflows, rules, and reporting.

• Solid understanding of CMDB data models, asset relationships, and discovery approaches.

• Ability to design practical, scalable solutions that balance process, data quality, and automation.

• Strong communication skills, able to explain ITAM concepts clearly to technical and non-technical stakeholders.

• Confident workshop facilitator with a structured, consultative approach.

• Collaborative mindset with a focus on quality, consistency, and customer value.

Certifications

Required / Strongly Preferred

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Implementation Specialist – ITAM / HAM / SAM

Nice to Have

• Additional ServiceNow CIS certifications (ITSM, ITOM)

• ITIL certification

• Vendor licensing certifications or ITAM-related training

Why Join Kaptius

• Join a high-growth ServiceNow Partner building a strong ITAM capability in the UAE.

• Work on complex, high-impact ITAM programmes with enterprise customers.

• Opportunity to act as a go-to ITAM specialist and influence delivery standards.

• Competitive, tax-free compensation aligned to specialist skill demand.

• Long-term career growth within a growing Middle East practice.

Senior ServiceNow Discovery & CMDB Implementer – ITOM | Abu Dhabi

Job Title: Senior Discovery & CMDB Implementer

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a fast-growing ServiceNow Partner delivering enterprise-scale digital transformation programmes across the Middle East. As part of our UAE expansion, we are strengthening our ITOM and CMDB capability to support complex customer environments.

We are looking for a highly capable Senior Discovery & CMDB Implementer to lead the design, configuration, and optimisation of ServiceNow Discovery and CMDB solutions for large enterprise clients.

Role Summary

The Senior Discovery & CMDB Implementer will take ownership of ServiceNow Discovery, Service Mapping, and CMDB governance, ensuring accurate configuration data, strong data integrity, and alignment with CSDM best practice.

You will work closely with architects, ITOM consultants, infrastructure teams, and business stakeholders to design scalable CMDB models, improve data quality, and enable reliable impact analysis and operational visibility.

This is a hands-on, delivery-focused role suited to someone who combines strong technical capability with structured governance and stakeholder engagement.

Key Responsibilities

• Lead implementation and optimisation of ServiceNow Discovery and Service Mapping.

• Design and maintain a scalable, CSDM-aligned CMDB data model.

• Configure Discovery schedules, patterns, probes, sensors, and MID Servers.

• Ensure high CMDB data quality, including CI classification, relationships, and lifecycle integrity.

• Perform CMDB health assessments and implement remediation strategies.

• Integrate ServiceNow with monitoring, cloud, and infrastructure systems.

• Collaborate with infrastructure and operations teams to validate discovered data.

• Support ITOM capabilities including Event Management and Operational Intelligence.

• Provide technical documentation and knowledge transfer to internal teams.

• Contribute to governance forums and best-practice standards.

Experience Required

• Strong hands-on experience implementing ServiceNow Discovery and CMDB in enterprise environments.

• Proven experience working with CSDM frameworks and CI governance.

• Experience configuring MID Servers, sensors, patterns, and integrations.

• Exposure to hybrid and multi-cloud environments (Azure, AWS, on-prem).

• Experience working in consulting or partner-led delivery environments.

• Ability to lead workshops and engage technical stakeholders confidently.

Skills & Capabilities

• Deep understanding of CMDB architecture, relationships, and reconciliation logic (IRE).

• Strong technical troubleshooting and performance optimisation skills.

• Solid understanding of integration technologies (REST, web services).

• Strong analytical mindset with a focus on data quality and governance.

• Clear communication skills, able to explain technical concepts to non-technical audiences.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Implementation Specialist – Discovery / ITOM

• ITIL certification (advantageous)

Why Join Kaptius

• Work on complex, high-value enterprise programmes in Abu Dhabi.

• Join a growing ServiceNow practice in the Middle East.

• Competitive, tax-free compensation.

• Opportunity to grow into ITOM Architect or Platform Architect roles.

Senior ServiceNow Developer – Enterprise Platform Engineering | Abu Dhabi

Job Title: Senior ServiceNow Developer

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a fast-growing ServiceNow Partner delivering complex digital transformation programmes across the Middle East. As we expand our UAE practice, we are strengthening our engineering capability to support enterprise-scale ServiceNow implementations.

We are looking for an experienced Senior ServiceNow Developer who combines strong technical expertise with delivery leadership and the ability to build scalable, high-quality platform solutions.

Role Summary

The Senior ServiceNow Developer will design, configure, and develop solutions across the ServiceNow platform, ensuring implementations are secure, scalable, and aligned to best practice.

You will work closely with architects, business analysts, and client stakeholders to translate functional requirements into robust technical solutions. This role also provides technical guidance to junior developers and supports code quality and governance across projects.

This is a hands-on role suited to someone comfortable working across multiple modules and complex enterprise integrations.

Key Responsibilities

• Design and develop solutions across ServiceNow modules such as ITSM, ITOM, ITAM, CSM, HRSD, and custom applications.

• Configure workflows, business rules, client scripts, UI policies, Flow Designer, and integrations.

• Develop and maintain custom scoped applications and reusable components.

• Build and support integrations using REST, SOAP, and MID Server architecture.

• Participate in code reviews, design reviews, and technical governance forums.

• Collaborate with architects and BAs to validate solution feasibility and scalability.

• Troubleshoot complex platform issues and optimise performance.

• Support upgrades, patching, and platform enhancements.

• Mentor junior developers and contribute to knowledge sharing within the team.

Experience Required

• Strong hands-on experience as a ServiceNow Developer in enterprise or consulting environments.

• Proven experience delivering across multiple ServiceNow modules.

• Strong scripting experience (JavaScript, Glide APIs, Flow Designer).

• Experience with integrations and external system connectivity.

• Exposure to ITOM, CMDB, or ITAM implementations is highly desirable.

• Experience working in Agile delivery environments.

Skills & Capabilities

• Deep understanding of ServiceNow configuration and development best practices.

• Ability to design scalable, supportable technical solutions.

• Strong troubleshooting and analytical skills.

• Good communication skills and ability to work directly with stakeholders.

• Structured, quality-focused approach to development.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

• Relevant CIS certifications (ITSM, ITOM, ITAM, etc.)

• ITIL certification (advantageous)

Why Join Kaptius

• Work on complex, enterprise-scale ServiceNow programmes in Abu Dhabi.

• Competitive, tax-free compensation.

• Clear progression into Technical Lead or Architect roles.

• Join a growing, high-performing ServiceNow practice in the Middle East.

ServiceNow Proposal & Solutions Specialist | Pre-Sales & RFP

ServiceNow Proposal & Solutions Specialist

Overview

Kaptius is seeking a skilled ServiceNow Proposal & Solutions Specialist to lead the development of compelling, high-quality client proposals. This role is critical in supporting pre-sales and business development efforts for organisations looking to implement or optimise ServiceNow platforms.

The successful candidate will combine strong writing ability, technical understanding of ServiceNow, and commercial awareness to produce winning responses to RFPs, RFIs, and Statements of Work (SOWs).

Key Responsibilities

• Own and lead the end-to-end creation of RFP, RFI, and SOW responses for ServiceNow engagements

• Translate complex client requirements into clear, persuasive, and structured proposal content

• Collaborate with ServiceNow architects, consultants, sales, and delivery teams to capture accurate technical solutions

• Articulate value propositions, implementation approaches, timelines, and pricing structures

• Ensure proposals align with Kaptius’ brand, tone, and quality standards

• Maintain and improve reusable proposal content, templates, and case studies

• Manage deadlines and coordinate inputs from multiple stakeholders

• Support bid strategy, win themes, and differentiators for competitive tenders

Required Skills & Experience

• Proven experience producing ServiceNow-focused proposals or pre-sales documentation

• Strong knowledge of ServiceNow modules (e.g. ITSM, ITOM, HRSD, CSM, SecOps, CMDB)

• Demonstrable experience responding to enterprise-level RFPs/RFIs

• Exceptional written communication and storytelling skills

• Ability to work with technical and non-technical stakeholders

• Strong attention to detail and quality control

• Commercial awareness of implementation delivery models and pricing structures

Desirable Experience

• Background in ServiceNow consulting, pre-sales, or solution architecture

• Experience within a ServiceNow Partner environment

• Familiarity with public sector or regulated industry tenders

• Proposal management or bid management certification

Why This Role Matters

This role sits at the heart of Kaptius’ growth strategy, directly influencing pipeline conversion and client trust by clearly communicating how Kaptius delivers value through ServiceNow solutions.

ServiceNow Business Analyst | Remote (PST/MST) | $80K–$130K | ITSM, ITOM, CSM | Digital Transformation

💼 ServiceNow Business Analyst – PST/MST Time Zones

📍 Remote (must be based in PST or MST, Chandler, AZ preferred)
📅 Full-time | Mid-Level | Reports to SVP Technology

💰 Salary: $80,000 – $130,000 base + partial relocation (contract or contract-to-hire available)
✨ Benefits: Medical, Dental, Vision, Life Insurance, Retirement, Equity, PTO, Work From Home

🚀 About the Role

We’re seeking a ServiceNow Business Analyst who thrives at the intersection of business needs and technical solutions. This is a newly created role designed for someone with strong ServiceNow experience, excellent stakeholder skills, and the ability to collaborate with offshore teams.

As the bridge between business and technology, you’ll translate complex requirements into actionable solutions, optimize workflows, and ensure ServiceNow delivers maximum value. If you’re passionate about ITSM, digital transformation, and enabling teams through smarter processes—this role is for you.

🛡️ Key Responsibilities

• Requirements Gathering: Partner with stakeholders to capture and document ServiceNow business requirements.

• Process Mapping: Analyze workflows, identify improvements, and design streamlined solutions.

• Solution Design: Collaborate with developers and architects to ensure technical alignment with business goals.

• User Stories & Documentation: Create detailed stories, process flows, and use cases.

• Configuration Support: Assist in building and refining ServiceNow modules (ITSM, ITOM, CSM, CMDB).

• Testing & UAT: Coordinate and support user acceptance testing to validate solutions.

• Continuous Improvement: Identify and implement enhancements for performance and usability.

• Training & Support: Provide training and adoption support for new features and processes.

• Change Management: Support upgrades, enhancements, and rollouts with clear communication.

🎯 Required Qualifications

• 5+ years as a Business Analyst, with at least 3 years in ServiceNow.

• Strong knowledge of ITSM, ITOM, CSM, and CMDB.

• Skilled in writing user stories, workflows, and documentation.

• Experience collaborating with offshore teams (flexibility for early/late calls required).

• Excellent verbal/written communication and stakeholder engagement skills.

• US Citizen or Green Card Holder only.

• ServiceNow Certified System Administrator (CSA) or Business Analyst certifications (CBAP, IIBA) preferred.

• ITIL framework knowledge strongly valued.

✅ Preferred Qualifications

• Experience in Healthcare or SLED environments.

• Agile/Scrum background (sprint planning, retrospectives, stand-ups).

• Knowledge of ServiceNow integrations (REST/SOAP).

• Familiarity with CSM features (Case Management, Knowledge Mgmt, Omnichannel).

• Hands-on with Flow Designer, Virtual Agent, Performance Analytics.

• Experience in data migration/integration projects.

• Awareness of cloud technologies (AWS, Azure) and their ServiceNow integrations.

📌 Interview Process

1. Recruiter Phone Screen – 30 minutes

2. Technology Director Interview – 30 minutes

3. HR Interview – 30 minutes

🌟 Why Join?

• Competitive pay & benefits 💰 – comprehensive salary and perks.

• Career growth 🚀 – work on impactful ServiceNow projects with cutting-edge tools.

• Collaborative culture 💡 – join a supportive, innovative, and dynamic team.

• Flexibility 🌍 – remote role with up to 40% travel.

Senior / Lead Pre-Sales Solution Architect | ServiceNow | London | £80K–£120K + Benefits

🚀 Senior / Lead Pre-Sales Solution Architect – ServiceNow Ecosystem

📍 Location: London (2–3 days onsite with office or customer)
💰 Salary: £80,000 – £120,000 + Benefits & Incentives
🕓 Employment: Full-time | Permanent

🌟 About the Company

Join one of the UK’s fastest-growing ServiceNow Partners, a specialist consultancy renowned for delivering large-scale digital transformation and automation solutions.

With an impressive 137% workforce growth in the last two years, this company now boasts a 120+ strong team across the UK and India — and continues to scale at pace. They’re known for fostering a collaborative, innovative, and high-performing culture where talented professionals can make a tangible impact on enterprise transformation.

If you’re looking to be part of a forward-thinking, growth-focused environment where your technical expertise is valued and your ideas shape real outcomes — this is the opportunity for you.

🧭 The Role

As a Senior / Lead Pre-Sales Solution Architect (ServiceNow), you’ll play a pivotal, client-facing role in shaping strategic technology solutions for enterprise customers. You’ll lead pre-sales engagements, conduct deep discovery sessions, craft tailored architectures, and deliver compelling demonstrations that showcase the value and potential of the ServiceNow platform.

This is a role for a trusted advisor and thought leader — someone who combines technical depth with commercial awareness, and who thrives in dynamic, customer-driven environments.

🧩 Key Responsibilities

• Partner with enterprise customers to identify business challenges, technical requirements, and transformation opportunities.

• Deliver engaging product demonstrations across the full ServiceNow capability set, showcasing tangible business value.

• Lead customer discovery sessions, scope engagements, and develop Statements of Work (SoWs).

• Build and present comprehensive solution proposals, including cost models, delivery frameworks, and value outcomes.

• Support bid management, RFP responses, and pre-sales documentation to drive successful deal closure.

• Collaborate with sales and delivery teams to ensure seamless handovers and consistent messaging throughout the sales cycle.

• Act as a trusted advisor, providing strategic insight into the ServiceNow roadmap and emerging technologies.

• Stay up to date with innovations across ITOM, ITSM, CSM, SecOps, and AIOps — leveraging this knowledge to enhance solution design and business positioning.

⚙️ Skills & Experience

• Proven experience within the ServiceNow ecosystem in a pre-sales, solution consulting, or architect-level role.

• Strong understanding of ServiceNow modules, workflows, and integration capabilities.

• Experience designing and presenting enterprise-scale solutions across ITSM, ITOM, CSM, or related ServiceNow domains.

• Hands-on experience or working knowledge of AIOps and its integration with ServiceNow to enhance intelligent operations and predictive service management (highly preferred).

• Skilled at conducting customer discovery, defining solution scope, and creating Statements of Work (SoWs).

• Confident communicator with the ability to engage both C-level executives and technical stakeholders.

• Commercially astute with experience articulating value propositions, ROI, and delivery models.

• Collaborative mindset with a strong ability to work cross-functionally in hybrid and client-facing environments.

🎁 What’s on Offer

• 💼 Competitive salary: £80,000 – £120,000 (DOE)

• 🏠 Hybrid working: 2–3 days onsite (London office or client site)

• 🚀 Join a fast-scaling ServiceNow Partner that’s grown 137% in two years

• 🌍 Work alongside 120+ professionals across the UK and India

• 📈 Career progression and professional development opportunities

• 💡 Exposure to high-impact digital transformation and AIOps-driven projects

• 🤝 Collaborative, inclusive, and forward-thinking company culture

This is more than a pre-sales role — it’s your chance to influence enterprise digital strategy, drive innovation across ServiceNow and AIOps, and be part of a company redefining the future of intelligent IT operations.