ServiceNow Platform Operations Specialist

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in‑office culture with specific requirements for office‑based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role‑specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

The Service Now Platform Operations Specialist will have a leading role in maintaining the Service Now 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 Service Now 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 Service Now deployment, sharing knowledge and developing a documentation library as a team will be essential to our success.

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.

• Maintain and support the Service Now platform while adhering to bank policies and standards.
• Manage Service Now code quality control processes and routine.
• Lead and mentor a team of operations specialists assigned to work on Service Now.
• 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…