Servicenow Platform Lead Administrator jobs at Bank Of America in United States, Chandler

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:

• Collaboration

• Influence

• Risk Management

• Result Orientation

• Stakeholder Management

• Adaptability

• Automation

• Project Management

• Solution Delivery Process

Key responsibilities:

• Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
• Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
• Identify risks and issues and support mitigation, coordinating with partners as needed
• Collaborate 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 execution
• Deliver ongoing training to refresh partner understanding and share improvements
• Participate in support for evaluations of the process by lines of defense
• Create and maintain process documentation, including procedures
• Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
• Perform other duties as assigned

Required Experience:

• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform

Desired Experience:

• Strong collaboration and relationship building skills
• Strong risk, issue and control management skills
• Superb written communication skills, with a keen eye for detail
• Proven ability to quickly learn and understand complex subject matter
• Self-starter with ability to handle multiple assignments simultaneously

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Prioritization
• Recording/Organizing Information

Job Description:

Job Description:

This job is responsible for defining and leading the engineering approach across end-to-end technology stacks. Key responsibilities include leading teams to deliver design solutions, engaging in development environments to identify and improve performance/capacity issues, and ensuring system design solutions comply with enterprise standards. Job expectations include demonstrating technical expertise within domains, decomposing objectives into work units, advancing efficient solution delivery practices, and promoting exceptional design, engineering and organizational practices.

Responsibilities:

• Ensures that execution aligns with product strategy by working with product management, product owners, and other stakeholders, contributing to the technology strategy for their technical domain
• Mentors and guides Solution Engineer resources and more junior engineers on performance evaluation and validation methods and tools ensuring system design technology solutions comply with enterprise system design and engineering standards
• Participates in solution-driven discussions, such as various Communities of Practice (COPs), contributes to the design of large or highly complex architectural designs, and finds creative solutions through their knowledge of the domain and operational constraints
• Collaborates with Development and Infrastructure teams to understand technical solutions and provide the performance capabilities required in the application across the technology stacks provided by peer Engineering Leads

Skills:

• Analytical Thinking
• Collaboration
• Innovative Thinking
• Solution Delivery Process
• Solution Design
• Architecture
• Automation
• Influence
• Risk Management
• Technical Strategy Development
• Adaptability
• Application Development
• Business Acumen
• DevOps Practices
• Production Support

Key responsibilities:

• Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
• Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
• Identify risks and issues and support mitigation, coordinating with partners as needed
• Collaborate 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 execution
• Deliver ongoing training to refresh partner understanding and share improvements
• Participate in support for evaluations of the process by lines of defense
• Create and maintain process documentation, including procedures
• Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
• Perform other duties as assigned

Required Experience:

• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform

Desired Experience:

• Strong collaboration and relationship building skills
• Strong risk, issue and control management skills
• Superb written communication skills, with a keen eye for detail
• Proven ability to quickly learn and understand complex subject matter
• Self-starter with ability to handle multiple assignments simultaneously

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Decision Making
• Innovative Thinking
• Prioritization
• Recording/Organizing Information
• Research

Key responsibilities:

• Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
• Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
• Identify risks and issues and support mitigation, coordinating with partners as needed
• Collaborate 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 execution
• Deliver ongoing training to refresh partner understanding and share improvements
• Participate in support for evaluations of the process by lines of defense
• Create and maintain process documentation, including procedures
• Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
• Perform other duties as assigned

Required Experience:

• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform

Desired Experience:

• Experience with ServiceNow Knowledgebase"
• Strong collaboration and relationship building skills
• Strong risk, issue and control management skills
• Superb written communication skills, with a keen eye for detail
• Proven ability to quickly learn and understand complex subject matter
• Self-starter with ability to handle multiple assignments simultaneously

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Decision Making
• Innovative Thinking
• Prioritization
• Recording/Organizing Information
• Research

Job Description:

Job Description:
This job is responsible for planning and coordinating the execution of project/small program deliverables which requires the engagement of multiple teams. Key responsibilities include communicating work objectives, coordinating delivery, facilitating sync points across teams, providing end-to-end visibility into the health of the deliverables, and managing program risk and compliance to standards. Job expectations include ensuring delivery meets the client’s expectations in terms of the functionality, quality, timeline, and cost.

Seeking experiencedProject Manager who is fluent with Agile project management practices. Supports end-to-end infrastructure technology projects by gathering requirements and coordinating the design and build of hardware, including servers, network and storage. Role has matrix execution responsibility across all technology organizations and the line of business, including the LOB Portfolio/Program Manager on the business side responsible for delivering the program/projects. Manages multiple projects or a smaller number of complex projects. Partners with Program and Project Managers and SMEs to create business requirements for technology solutions. Assists with technology estimates and manages low to moderate complexity technology solutions for projects, including a full-scale deployment in a live environment. Manages to timelines, communicates project status and has matrix management responsibility. Builds positive give and take relationships with stakeholders. Uses the right questions and tools to uncover root causes to business challenges, identify opportunities and make recommendations. Former Bank experience a plus. Should be proficient in MS Project, Excel and PowerPoint. Needs to have experience with finances, as well as resource & capital planning / capital tracking.

Responsibilities:

• Leads and coordinates routines to support delivery (for example, kick-offs, status reviews, stakeholder meetings, change controls, and tollgates, etc.)
• Manages coordination of delivery and dependencies across multiple teams
• Facilitates communication and collaboration across organizations to support the deliverable completion and timeline
• Provides status updates for the deliverables to stakeholders and leadership pertaining to delivery, risks, issues, and schedule
• Works with sponsors and stakeholders to ensure that execution is aligned with deliverable requirements
• Supports resource planning for delivery and execution
• Ensures adherence with Enterprise Change Management standards

Required Qualifications:

• 7+ years of Project Management Experience
• Fluent in Agile Project Management practices
• Experience leading large scale, complex infrastructure delivery projects (servers, storage, network, etc.)

Desired Qualifications:

• Knowledge of Infrastructure Technology programs and projects
• A passion for technology and banking operations

Skills:

• Collaboration
• Project Management
• Result Orientation
• Solution Delivery Process
• Stakeholder Management
• Analytical Thinking
• Business Acumen
• Financial Management
• Influence
• Risk Management
• Agile Practices
• Architecture
• Data Management
• Solution Design
• Technical Strategy Development

Key responsibilities:

• Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
• Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
• Identify risks and issues and support mitigation, coordinating with partners as needed
• Collaborate 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 execution
• Deliver ongoing training to refresh partner understanding and share improvements
• Participate in support for evaluations of the process by lines of defense
• Create and maintain process documentation, including procedures
• Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
• Perform other duties as assigned

Required Experience:

• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform

Desired Experience:

• Strong collaboration and relationship building skills
• Strong risk, issue and control management skills
• Superb written communication skills, with a keen eye for detail
• Proven ability to quickly learn and understand complex subject matter
• Self-starter with ability to handle multiple assignments simultaneously

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Decision Making
• Innovative Thinking
• Prioritization
• Recording/Organizing Information
• Research