Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

The ServiceNow Operations Specialist will have a leading role in maintaining the ServiceNow platform as defined by the Product teams. Our Operations team is responsible for level-2 end-user support, code migration/release support as well as production availability for over 10 ServiceNow instances. This role will provide hands on technical expertise to resolve service availability issues which includes coordinating cross team efforts to perform root cause analysis and problem resolution. You will work in a team environment to plan and implement software (or hardware) changes. We participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission. At these early stages of our ServiceNow deployment, sharing knowledge and developing a documentation library as a team will be essential to our success.

This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include documenting or modifying knowledge, performing investigations, identifying incidents, mitigating impacts and engaging in triages, and working with technology teams to identify and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

Responsibilities:

Maintain and support the ServiceNow platform while adhering to bank policies and standards.Manage ServiceNow code quality control processes and routineLead and mentor a team of operations specialists assigned to work on ServiceNowRespond to incidents for application availability issues as part of on-call dutiesRespond to incidents/pages for application functional issues or questions as part of daily dutiesUse your technical knowledge to triage service availability issues and restore serviceResearch and resolve system defects, lead root cause analysis, and drive permanent resolutionEnsure appropriate monitoring is in place and maintained to ensure application availabilityParticipate in software release implementation meetingsParticipate in and coordinate maintenance activitiesPrepare and maintain application support/process documentationDevelop management jobs, automation routines, or deployment scriptsMonitors and supports application components and infrastructure critical to the business, such as relevant technologies and dashboards, responds to alerts regarding production incidents, and resolves issues prior to customer service interruptionFulfills requests from users, operations, auditors, and regulators within service level agreements and drives operational excellence through process improvement and monitoring development efforts related to supported technologiesOnboards monitoring tools and applications in access system(s) of record to research potential production incidents, meet user requirements and service changes, and identify and implement automation opportunities in partnership with architects and engineersCommunicates status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetingsPerforms environment routing and cycling, implements splash pages, and liaises with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP)Manages aged revocation monitoring to identify and fix defects in applications and systems of recordPrepares technical documentation and develops procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations

Skills:

AdaptabilityAnalytical ThinkingInfluenceProduction SupportRisk ManagementAutomationCollaborationResult OrientationSolution Delivery ProcessBusiness AcumenStakeholder Management

Required Qualifications:ServiceNow Certified System Administrator (CSA) certification, product micro certificationsProven experience as a administrator in highly regulated environmentsExperience in maintaining multiple ServiceNow environmentsMinimum of 5+ years of experience a ServiceNow development and engineering with emphasis on platform managementExperience monitoring and maintaining ServiceNow products, supporting software engineering, maximizing data processing systems, building cloud-compatible services, and operating within an enterprise IT lifecycleExperience supporting ServiceNow integrations for security, risk, and complianceExperience with ServiceNow instance cloning and managementExperience maintaining both Windows and Linux MID servers.

Desired Qualifications: ServiceNow certified implementation specialist (CIS)ServiceNow certified application developer (CAD)Experience in financial institution information technology security, compliance with rules, regulations, and financial industry standardsExperience leveraging MID servers for integration and automationExperience with ServiceNow Discovery and other Configuration Management Database (CMDB)population toolsets

Shift:

1st shift (United States of America)

Hours Per Week: 

40