ServiceNow Operations Specialist

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 routine
• Lead and mentor a team of operations specialists assigned to work on ServiceNow
• Respond to incidents for application availability issues as part of on-call duties
• Respond to incidents/pages for application functional issues or questions as part of daily duties
• Use your technical knowledge to triage service availability issues and restore service
• Research and resolve system defects, lead root cause analysis, and drive permanent resolution
• Ensure appropriate monitoring is in place and maintained to ensure application availability
• Participate in software release implementation meetings
• Participate in and coordinate maintenance activities
• Prepare and maintain application support/process documentation
• Develop management jobs, automation routines, or deployment scripts
• Monitors 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 interruption
• Fulfills 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 technologies
• Onboards 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 engineers
• Communicates 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 meetings
• Performs 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 record
• Prepares technical documentation and develops procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Result Orientation
• Solution Delivery Process
• Business Acumen
• Stakeholder Management

Shift:

Hours Per Week: