Service Management Product Specialist

SERVICE MANAGEMENT PRODUCT SPECIALIST

At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting‑edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance - and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We're seeking a future team member for the role of Service Management Product Specialist to join our Technology Services Group (TSG) via our Service Management team. This role is in Lake Mary, FL and Pittsburgh, PA (4 days a week).

• Provide experienced knowledge with Service Now capabilities in the Incident, Problem, and Change modules.
• Drive Product Management for the Incident, Problem, and Change controls within Service Now.
• Present complex data reports and control information to Senior Management.
• Enforce existing KPIs to track effectiveness across modules.
• Implement and enforce governance policies, procedures, and standards for Incident, Problem, and Technical Change Management.
• Maintain audit‑ready documentation of Incident, Problem, and Change activities.
• Ensure compliance with ITIL Change Management best practices.
• Monitor and report on Incident, Problem, and Change metrics.
• Provide reporting, guidance, and training to teams on governance of Incident, Problem, and Change.
• Collaborate with teams to ensure adherence to industry standards (ISO 27001, SCO, etc.).
• Continuously improve processes for efficiency and effectiveness.

• 5+ years of experience acting as a business analyst working with enterprise application(s) supporting a large user base (10K+).
• 3+ years of technical knowledge of the Service Now Platform with a strong focus on ITSM (incident, problem, change, request), CMDB/CSDM data models and understanding of ITIL processes (ITIL v3 or v4 knowledge).
• Ability to articulate product strategy, roadmaps, and vision to senior leadership to reach consensus.
• Excellent communication skills and the ability to develop clear written materials including roadmaps, detailed business requirements, and test cases.

• Bachelor's degree in computer science or a related discipline or equivalent work experience required; 10 - 12 years of application or infrastructure related experience required; experience in the securities or financial services industry is a plus.
• Strong knowledge of ITIL frameworks, change management processes, incident/problem processes, and governance best practices.
• 8+ years of experience with the ITIL module within Service Now.
• Experience working with internal and external audit teams.
• Strong analytical and problem‑solving skills.
• Excellent communication skills.
• Experience in regulated industries such as finance, healthcare, or government.
• ITIL Certification.
• Helpful to be either a Service Now Certified System Administrator or Service Now Certified Application Developer.

At BNY, our culture speaks for itself, check out the latest BNY news at

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America's Most Innovative Companies, Fortune, 2025
World's Most Admired Companies, Fortune 2025
"Most Just Companies", Just Capital and CNBC, 2025

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay‑for‑performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.