ServiceNow Operations Specialist

3 weeks ago

Charlotte, North Carolina, United States Bank of America Full time
Job Description:

At Bank of America, we are committed to delivering exceptional service and support to our customers and stakeholders. As a ServiceNow Operations Specialist, you will play a critical role in maintaining the ServiceNow platform, ensuring its stability and availability, and providing top-notch support to our users.

Key Responsibilities:
  • Maintain and support the ServiceNow platform, 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 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.
  • Monitor and support 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.
  • Fulfill requests from users, operations, auditors, and regulators within service level agreements and drive operational excellence through process improvement and monitoring development efforts related to supported technologies.
  • Onboard 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.
  • Communicate 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.
  • Perform environment routing and cycling, implement splash pages, and liaise with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP).
  • Manage aged revocation monitoring to identify and fix defects in applications and systems of record.
  • Prepare technical documentation and develop procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations.
Requirements:
  • 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.
Preferred 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.
Work Environment:

This role is based in the United States and requires a 1st shift schedule with 40 hours per week.

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