ServiceNow Operations Specialist

Bank of America; Plano (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

A leading financial institution is seeking a ServiceNow Operations Specialist in Plano, Texas. This role involves maintaining the ServiceNow platform, providing level 2 end-user support, and leading a team of operations specialists. Candidates should possess a ServiceNow Certified System Administrator certification and have over 5 years of experience in application support. The position requires strong technical troubleshooting skills and the ability to work in a high-pressure environment. This role offers an opportunity for professional growth and development within a dynamic environment.

Qualifications

• An active ServiceNow Certified System Administrator (CSA) certification.
• 5+ years of experience with application & end-user support.
• Willingness to provide on-call rotational support including off-hours support.

Responsibilities

• Maintain and support the ServiceNow & Remedy platform.
• Lead and mentor a team of operations specialists.
• Respond to incidents for application availability issues.
• Participate in software release implementation meetings.

Skills

ServiceNow support

Application support

Technical troubleshooting

Incident management

Cross team coordination

Education

ServiceNow Certified System Administrator

Experience in highly regulated environments

Tools

ServiceNow

Windows

Linux

Job description

Charlotte, North Carolina; Richmond, Virginia; Plano, Texas;

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 Description

The ServiceNow Operations Specialist will have 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, release support as well as production availability for over 10 ServiceNow instances & Remedy environments. 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 leading the planning, designing, and implementation of complex infrastructure solutions to meet deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and overseeing projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Key Responsibilities

• Maintain and support the ServiceNow & Remedy platform while adhering to bank policies and standards
• 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

Additional Responsibilities

• Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systems
• Mentors other team members and provides technical leadership
• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
• Supports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
• Provides full lifecycle management of the infrastructure and application environments
• Provides after-hours release support when needed and manages engagement across audiences
• Provides on-call rotational weekend support

Required Qualifications

• An active ServiceNow Certified System Administrator (CSA) certification
• 2+ years experience supporting ServiceNow environments
• 5+ years of experience with application & end-user support
• Experience as an administrator in highly regulated environments
• Experience monitoring and maintaining applications, supporting software engineering, maximizing data processing systems, building cloud-compatible services, and operating within an enterprise IT lifecycle
• Experience supporting application integrations for security, risk, and compliance
• Willingness to provide on-call rotational support, including off-hours support, during weeknights, Saturdays, Sundays and on holidays as required

Desired Qualifications

• ServiceNow certified implementation specialist (CIS)
• Windows and Linux support
• Experience in financial institution information technology security, compliance with rules, regulations, and financial industry standards
• Experience with CMDB, ITAM, ITSM and Discovery processes

Age requirement: Must at least be 18 years of age.

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.