Bank of America
ServiceNow Platform Operations Specialist
Bank of America, Chicago, Illinois, United States, 60290
Overview
Bank of America is seeking a
ServiceNow Platform Operations Specialist
to maintain the ServiceNow platform as defined by the Product teams. Our Operations team is responsible for level-2 end-user support, code migration/release support as well as production availability for over 10 ServiceNow instances. This role provides hands-on technical expertise to resolve service availability issues, coordinates cross-team efforts to perform root cause analysis and problem resolution, and works in a team environment to plan and implement software (or hardware) changes. At early stages of our ServiceNow deployment, sharing knowledge and developing a documentation library as a team will be essential to our success. We participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission. 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. Monitor and support application components and infrastructure critical to the business, respond to alerts regarding production incidents, and resolve 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. Communicate status updates and technical details to management, and provide 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 troubleshooting incidents to identify production failure scenarios, vulnerabilities, and opportunities requiring escalations. Required Qualifications
ServiceNow Certified System Administrator (CSA) certification, product micro certifications. Proven experience as an administrator in highly regulated environments. Experience in maintaining multiple ServiceNow environments. Minimum of 5+ years of experience in 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
Bachelor's Degree in Technology 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
Adaptability Analytical Thinking Influence Production Support Risk Management Automation Collaboration Result Orientation Solution Delivery Process Business Acumen Stakeholder Management Shift and Hours
Shift: 1st shift (United States of America) Hours Per Week: 40 Pay and Benefits
Pay range $88,900.00 - $142,600.00 annualized salary; offers to be determined based on experience, education and skill set. Discretionary incentive eligible. This role is eligible to participate in the annual discretionary plan. Benefits are available.
#J-18808-Ljbffr
Bank of America is seeking a
ServiceNow Platform Operations Specialist
to maintain the ServiceNow platform as defined by the Product teams. Our Operations team is responsible for level-2 end-user support, code migration/release support as well as production availability for over 10 ServiceNow instances. This role provides hands-on technical expertise to resolve service availability issues, coordinates cross-team efforts to perform root cause analysis and problem resolution, and works in a team environment to plan and implement software (or hardware) changes. At early stages of our ServiceNow deployment, sharing knowledge and developing a documentation library as a team will be essential to our success. We participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission. 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. Monitor and support application components and infrastructure critical to the business, respond to alerts regarding production incidents, and resolve 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. Communicate status updates and technical details to management, and provide 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 troubleshooting incidents to identify production failure scenarios, vulnerabilities, and opportunities requiring escalations. Required Qualifications
ServiceNow Certified System Administrator (CSA) certification, product micro certifications. Proven experience as an administrator in highly regulated environments. Experience in maintaining multiple ServiceNow environments. Minimum of 5+ years of experience in 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
Bachelor's Degree in Technology 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
Adaptability Analytical Thinking Influence Production Support Risk Management Automation Collaboration Result Orientation Solution Delivery Process Business Acumen Stakeholder Management Shift and Hours
Shift: 1st shift (United States of America) Hours Per Week: 40 Pay and Benefits
Pay range $88,900.00 - $142,600.00 annualized salary; offers to be determined based on experience, education and skill set. Discretionary incentive eligible. This role is eligible to participate in the annual discretionary plan. Benefits are available.
#J-18808-Ljbffr