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
Skills:
Collaboration
Influence
Production Support
Risk Management
Analytical Thinking
Innovative Thinking
Result Orientation
Stakeholder Management
Adaptability
Automation
Project Management
Solution Delivery Process
Required Qualifications:
Minimum of 5+ years of experience a ServiceNow development and engineering with emphasis on platform management.
ServiceNow Certified System Administrator (CSA) certification, product micro certifications.
Proven experience as an administrator in highly regulated environments.
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.