Specialist, Production Services Application Support Analyst

Job Description

Specialist, Production Services Application Support Analyst (Automation & AI Focused L1)

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We're seeking a future team member for the role of Production Services Application Support Analyst to join our Corporate Engineering team. This role is located in Pittsburgh, United States.

In this role, you'll make an impact in the following ways:

• Own and manage the end-to-end incident lifecycle in Service Now, ensuring timely triage, resolution, and SLA adherence while acting as the Service Incident Owner (SIO).
• Monitor, triage, and manage alerts across Moogsoft, App Dynamics, Splunk, and Grafana, ensuring business-critical issues are identified and addressed promptly.
• Perform initial troubleshooting and impact assessment to determine severity, scope, and appropriate escalation paths.
• Configure, tune, and optimize alerting rules including thresholds, correlation, deduplication, and suppression to reduce noise and false positives.
• Identify recurring alert and incident patterns and partner with L2/L3 teams to drive proactive remediation and long-term fixes.
• Develop and maintain automation scripts (Python, JavaScript) to streamline alert enrichment, routing, incident creation, and operational workflows.
• Leverage Ansible to standardize operational tasks and enable repeatable, scalable execution.
• Support the development and adoption of digital employees / AI agents to automate L1 triage and routine operational activities.
• Lead incident bridge calls and deliver clear, concise technical and executive communications during major incidents.
• Collaborate effectively with global stakeholders across US and India to support a 24×7 production environment.

To be successful in this role, we're seeking the following:

• Bachelor's degree in computer science or a related discipline, or equivalent work experience required. 0-3 years of experience in applications support or production environment required; experience in the securities or financial services industry is a plus.
• Strong hands-on experience with:
  Service Now Incident Management and Moogsoft Alert Management using App Dynamics, Splunk, and Grafana
• Proven experience with alert triage, monitoring, and operational support in a high-volume environment.
• Ability to follow SOPs, escalation paths, and operational standards.
• Exposure to batch monitoring or job scheduling tools (e.g., Control-M, ESP) is a plus.
• Proficiency in Python and JavaScript for automation and scripting.
• Working knowledge of Ansible for operational automation and standardization.
• Experience creating Power BI dashboards and operational reports.
• Exposure to or hands-on experience with AI-driven operations, alert automation, chatbots, or agent-based systems.
• Strong analytical, problem-solving, and communication skills, with the ability to engage both technical teams and senior stakeholders.
• Ability to work effectively in a 24×7 support model and collaborate across distributed teams.

At BNY, our culture speaks for itself. Here's a few of our awards:

• America's Most Innovative Companies, Fortune, 2024
• World's Most Admired Companies, Fortune 2024
• Human Rights Campaign Foundation, Corporate Equality Index, 100% score,
• Best Places to Work for Disability Inclusion, Disability: IN - 100% score,
• "Most Just Companies", Just Capital and CNBC, 2024
• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
• Bloomberg's Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture…