ServiceNow Platform Operations Specialist

Overview

Job Description:

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!

Job Title: Service Now Platform Operations Specialist

• Lead and maintain the Service Now platform as defined by the Product teams.
• Provide level-2 end-user support, code migration/release support, and production availability for over 10 Service Now instances.
• Offer hands-on technical expertise to resolve service availability issues, coordinating cross-team efforts for root cause analysis and problem resolution.
• Plan and implement software (or hardware) changes in a team environment across phases of the application lifecycle (plan, server build, software installation, release, continuous improvement, decommission).
• Collaborate to develop a documentation library and share knowledge during early Service Now deployment stages.
• Act as the first point of contact for requests or service failure incidents and maintain stability for a portfolio of applications.
• Document or modify knowledge, perform investigations, identify incidents, mitigate impacts, triage, and work with technology teams to resolve issues.
• Follow Standard Operating Procedures (SOPs) and partner with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.
• Maintain and support the Service Now platform in adherence to bank policies and standards.
• Manage Service Now code quality control processes and routine activities.
• Lead and mentor a team of operations specialists assigned to Service Now.
• Respond to incidents for application availability and functional issues as part of on-call and daily duties.
• Triage service availability issues, restore service, and conduct root cause analysis to drive permanent resolution.
• Ensure appropriate monitoring is in place to maintain application availability.
• Participate in software release implementation meetings and coordinate maintenance activities.
• Prepare and maintain application support/process documentation; develop automation, deployment scripts, and management jobs.
• Monitor and support application components and infrastructure critical to the business; respond to production alerts and resolve issues to prevent customer impact.
• Fulfill requests within service level agreements and drive operational excellence through process improvement and monitoring improvements.
• Onboard monitoring tools and methods to identify production incidents and automate opportunities in collaboration with architects and engineers.
• Communicate status updates and technical details to management and provide incident/status reporting in operational meetings.
• Coordinate environment routing, provisioning, and integration with development teams for auto provisioning, STR, and STP configurations.
• Manage aged revocation monitoring and fix defects in applications and systems of record.
• Prepare technical documentation and troubleshooting procedures to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations.

• Service Now Certified System Administrator (CSA) certification, product micro certifications.
• Proven experience as an administrator in highly regulated environments.
• Experience maintaining multiple Service Now environments.
• Minimum 5+ years of experience in…