ServiceNow Operations Specialist

Disability Solutions - Charlotte, NC

Full-time

Charlotte, NC

Administrative and Support Services

About the position

The ServiceNow Operations Specialist at Bank of America plays a crucial role in maintaining the ServiceNow platform, ensuring its availability and performance. This position involves providing level-2 end-user support, managing code migrations, and coordinating cross-team efforts to resolve service availability issues. The specialist will work collaboratively within a team to implement software changes, document processes, and enhance service levels through continuous improvement initiatives.

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.
• Use 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.
• Prepare and maintain application support/process documentation.
• Develop management jobs, automation routines, or deployment scripts.
• Monitor and support application components and infrastructure critical to the business.
• Fulfills requests from users, operations, auditors, and regulators within service level agreements.
• Onboard monitoring tools and applications in access system(s) of record.
• Communicate status updates and technical details to management.
• Perform environment routing and cycling, and liaise with development teams.
• Manage aged revocation monitoring to identify and fix defects in applications.
• Prepare technical documentation and develop procedures for troubleshooting incidents.

Requirements

• ServiceNow Certified System Administrator (CSA) certification, product micro certifications.
• Proven experience as an administrator in highly regulated environments.
• Experience in maintaining multiple ServiceNow environments.
• Minimum of 5+ years of experience in ServiceNow development and engineering with emphasis on platform management.
• Experience monitoring and maintaining ServiceNow products, supporting software engineering, 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.

Nice-to-haves

• 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.

Benefits

• Competitive benefits to support physical, emotional, and financial well-being.