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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

About the Team:

The Global Technology Service Management function is a new team charted with designing, implementing, and managing next generation Service Management policies, processes, and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees.

About the Role:

The ServiceNow Request Process Analyst is a key role within the Technology Service Management Office, a group that enforces standardized governance methods across all ITSM processes. This net new role in the organization will manage day-to-day governance, operations and continual improvement for technology request management and technology knowledge management within the scope of those capabilities on the ServiceNow platform. In addition to managing the process day to day, this role will build and manage relationships with teams who execute the process to ensure their adherence and success.

Key responsibilities:

Participate in the day-to-day of operation of process controls to ensure consistent and efficient executionParticipate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvementsIdentify risks and issues and support mitigation, coordinating with partners as neededCollaborate with cross-functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control executionDeliver ongoing training to refresh partner understanding and share improvementsParticipate in support for evaluations of the process by lines of defenseCreate and maintain process documentation, including proceduresParticipate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementationPerform other duties as assigned

Required Experience:

Minimum of 3 years of experience as a process manager for an IT Service Management processMinimum of 1 years of experience managing controls for an ITSM processStrong understanding of knowledge management and/or technology service request managementUnderstanding of service catalog use, structure, and operationUnderstanding of ITSM portalsITIL v3 Foundation CertificationExperience operating a process on the ServiceNow ITSM platform

Desired Experience:

Strong collaboration and relationship building skillsStrong risk, issue and control management skillsSuperb written communication skills, with a keen eye for detailProven ability to quickly learn and understand complex subject matterSelf-starter with ability to handle multiple assignments simultaneously

Skills:

Controls ManagementIssue ManagementMonitoring, Surveillance, and TestingQuality AssuranceRisk ManagementAnalytical ThinkingAttention to DetailCritical ThinkingProblem SolvingWritten CommunicationsDecision MakingInnovative ThinkingPrioritizationRecording/Organizing InformationResearch

Shift:

1st shift (United States of America)

Hours Per Week: 

40