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Bank Of America ServiceNow Operations Specialist 
United States, North Carolina, Charlotte 
572914605

16.08.2024

Job Description:

Job Description:


This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include documenting or modifying knowledge, performing investigations, identifying incidents, mitigating impacts and engaging in triages, and working with technology teams to identify and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

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
  • 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
  • Monitors and supports application components and infrastructure critical to the business, such as relevant technologies and dashboards, responds to alerts regarding production incidents, and resolves issues prior to customer service interruption
  • Fulfills requests from users, operations, auditors, and regulators within service level agreements and drives operational excellence through process improvement and monitoring development efforts related to supported technologies
  • Onboards monitoring tools and applications in access system(s) of record to research potential production incidents, meet user requirements and service changes, and identify and implement automation opportunities in partnership with architects and engineers
  • Communicates status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetings
  • Performs environment routing and cycling, implements splash pages, and liaises with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP)
  • Manages aged revocation monitoring to identify and fix defects in applications and systems of record
  • Prepares technical documentation and develops procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations

Skills:

  • Adaptability
  • Analytical Thinking
  • Influence
  • Production Support
  • Risk Management
  • Automation
  • Collaboration
  • Result Orientation
  • Solution Delivery Process
  • Business Acumen
  • Stakeholder Management
Required Qualifications:
  • ServiceNow Certified System Administrator (CSA) certification, product micro certifications
  • Proven experience as a administrator in highly regulated environments
  • Experience in maintaining multiple ServiceNow environments
  • Minimum of 5+ years of experience a ServiceNow development and engineering with emphasis on platform management
  • 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:
  • 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
1st shift (United States of America)