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Bank Of America ServiceNow Operations Specialist United States, North Carolina, Charlotte 371820729
11.06.2025
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Job Description:
Job Description:
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.
Key Responsibilities:
- Maintain and support the ServiceNow & Remedy platform while adhering to bank policies and standards
- 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
Additional Responsibilities:
- 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
Required Qualifications:
- 5+ years of experience with application & end-user support
- Experience as an administrator in highly regulated environments
- Experience monitoring and maintaining applications, supporting software engineering, maximizing data processing systems, building cloud-compatible services, and operating within an enterprise IT lifecycle
- Experience supporting application integrations for security, risk, and compliance
Desired Qualifications:
- ServiceNow certified implementation specialist (CIS)
- Windows and Linux support
- Experience in financial institution information technology security, compliance with rules, regulations, and financial industry standards
- Experience with CMDB, ITAM, ITSM and Discovery processes
Skills:
- Innovative Thinking
- Production Support
- Result Orientation
- Risk Management
- Solution Design
- Adaptability
- Analytical Thinking
- Collaboration
- Influence
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