ServiceNow Platform Administrator

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 an 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!

Job Description:

The ServiceNow Platform Administrator will play a key role in maintaining the ServiceNow platform as defined by the Product teams. 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. You will participate in the 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 leading the planning, designing, and implementation of complex infrastructure solutions to meet deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and overseeing projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Responsibilities:

• Maintain and support the ServiceNow platform while adhering to bank policies and standards
• Manage ServiceNow code quality control processes and routines
• 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
• Manages and prioritizes multiple tasks and assignments for the team including tracking tasks and tickets in system(s) of record, ensuring enterprise service level agreements are met, and participating in defect, incident, problem, and change review meetings and release activities
• Works with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
• Participates and helps with resource interviews and onboarding processes
• Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes
• Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systems
• Mentors other team members and provides technical leadership
• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
• Supports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
• Provides release support when needed and manages engagement across audiences
• Provides full lifecycle management of the infrastructure and application environments

Skills:

• Systems Administration
• Result Orientation
• Risk Management
• Solution Design
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery Process
• Architecture
• Automation
• DevOps Practices
• Project Management
• Stakeholder Management

Shift:

Hours Per Week: