ServiceNow Platform Lead Administrator

Chandler, Arizona; Charlotte, North Carolina; Jacksonville, Florida

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!

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.

Position Summary:

The ServiceNow Platform Lead Administrator will play 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 managing the day-to-day activities and functions for the assigned team. Key responsibilities include delegating work to team members, supervising work processes, providing informal leadership of sub teams or technology silos, managing on call and support schedules, and providing leadership, mentorship, and direction to team members. Job expectations include solving complex technical and analytical issues and effectively communicating results to senior management and Line of Business partners.

Key responsibilities:

Maintain and support the ServiceNow platform while adhering to bank policies and standards
Manage ServiceNow code quality control processes and routines
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
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
Provides point of escalation for team members, peers, and partner teams, and shares the leadership Point of Contact for triage of high priority incidents or consulting engagements
Performs all responsibilities of team members from applicable teams
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

Required Qualifications:

5+ years of experience with ServiceNow development and engineering with emphasis on platform management
Must have an active and verifiable ServiceNow Certified System Administrator (CSA) certification
Proven experience as an ServiceNow administrator in a highly-regulated environment
Experience in maintaining multiple ServiceNow environments
Experience monitoring and maintaining ServiceNow products, supporting software engineering, maximizing data processing systems, building cloud-compatible services, and operating within an enterprise IT lifecycle
Experience supporting ServiceNow integrations for security, risk, and compliance
Experience with ServiceNow instance cloning and management
Experience maintaining both Windows and Linux MID servers

Desired Qualifications:

Bachelor's Degree in Computer Science or related field
ServiceNow certified implementation specialist (CIS)
ServiceNow certified application developer (CAD)
Experience in financial institution information technology security, compliance with rules, regulations, and financial industry standards
Experience leveraging MID servers for integration and automation
Experience with ServiceNow Discovery and other Configuration Management Database (CMDB)population toolsets

Skills: