Bank of America
Lead Administrator, ServiceNow Platform
Bank of America, Chandler, Arizona, United States, 85249
Plano, Texas; Richmond, Virginia; Chandler, Arizona;
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
About the Team:
The Global Technology Service Management function is a new team charted with designing, implementing, and managing next generation Service Management policies, processes and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees.
Position Summary:
The
ServiceNow Platform Lead Administrator
will play a leading role in maintaining 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 will provide hands-on technical expertise to resolve service availability issues which includes coordinating cross team efforts to perform root cause analysis and problem resolution. You will work in a team environment to plan and implement software (or hardware) changes. We participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission. At these early stages of our ServiceNow deployment, sharing knowledge and developing a documentation library as a team will be essential to our success. This job is responsible for managing the day-to-day activities and functions for the assigned team. Key responsibilities include delegating work to team members, supervising work processes, providing informal leadership of sub teams or technology silos, managing on-call and support schedules, and providing leadership, mentorship, and direction to team members. Job expectations include solving complex technical and analytical issues and effectively communicating results to senior management and Line of Business partners. Key responsibilities: 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. Manage and prioritize 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. Provide point of escalation for team members, peers, and partner teams, and share the leadership Point of Contact for triage of high priority incidents or consulting engagements. Perform all responsibilities of team members from applicable teams. Work with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives. Participate and help with resource interviews and onboarding processes. Perform access reviews, conduct compliance activities, and serve as a delegate for administrative processes. Skills: Influence Production Support Analytical Thinking Innovative Thinking Result Orientation Stakeholder Management Automation Project Management Solution Delivery Process Required Qualifications: Minimum of 5+ years of experience in ServiceNow development and engineering with emphasis on platform management. Must have an active and verifiable ServiceNow Certified System Administrator (CSA) certification. 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. 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. $90,900.00 - $157,900.00 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. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by calling
1.877.760.2076 . This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days. Please note:
Messages left for other purposes such as following up on an application or non-disability related technical issues, will not receive a response.
#J-18808-Ljbffr
ServiceNow Platform Lead Administrator
will play a leading role in maintaining 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 will provide hands-on technical expertise to resolve service availability issues which includes coordinating cross team efforts to perform root cause analysis and problem resolution. You will work in a team environment to plan and implement software (or hardware) changes. We participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission. At these early stages of our ServiceNow deployment, sharing knowledge and developing a documentation library as a team will be essential to our success. This job is responsible for managing the day-to-day activities and functions for the assigned team. Key responsibilities include delegating work to team members, supervising work processes, providing informal leadership of sub teams or technology silos, managing on-call and support schedules, and providing leadership, mentorship, and direction to team members. Job expectations include solving complex technical and analytical issues and effectively communicating results to senior management and Line of Business partners. Key responsibilities: 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. Manage and prioritize 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. Provide point of escalation for team members, peers, and partner teams, and share the leadership Point of Contact for triage of high priority incidents or consulting engagements. Perform all responsibilities of team members from applicable teams. Work with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives. Participate and help with resource interviews and onboarding processes. Perform access reviews, conduct compliance activities, and serve as a delegate for administrative processes. Skills: Influence Production Support Analytical Thinking Innovative Thinking Result Orientation Stakeholder Management Automation Project Management Solution Delivery Process Required Qualifications: Minimum of 5+ years of experience in ServiceNow development and engineering with emphasis on platform management. Must have an active and verifiable ServiceNow Certified System Administrator (CSA) certification. 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. 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. $90,900.00 - $157,900.00 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. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by calling
1.877.760.2076 . This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days. Please note:
Messages left for other purposes such as following up on an application or non-disability related technical issues, will not receive a response.
#J-18808-Ljbffr