ServiceNow Platform Expert

Description : ServiceNow Operations Specialists play a key role in ensuring the optimal performance and availability of our ServiceNow platforms. The ideal candidate will have hands-on technical expertise to resolve service availability issues, coordinate cross-team efforts for root cause analysis, and provide technical support for level 2 end-user and release-related matters. This role requires collaboration with various teams to plan, implement, and maintain software or hardware changes. Sharing knowledge and developing a comprehensive documentation library are essential for our team's success. The specialist will lead the planning, designing, and implementation of complex infrastructure solutions aligned with defined playbooks and blueprints. Responsibilities include providing and communicating technology solutions across diverse audiences, overseeing projects, and adhering to established practices and policies to achieve results. Additional responsibilities involve establishing input/output processes and working parameters for systems, ensuring monitoring is in place, participating in software release implementations, coordinating maintenance activities, and preparing application support/process documentation.

Key Responsibilities:

• Maintain and support the ServiceNow & Remedy platform while adhering to organizational 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 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:

• Fulfill requests from business users and operations, communicate technical status updates with relevant teams, and oversee stability, resiliency, reliability, and performance of multiple supported systems.
• Mentor other team members and provide technical leadership.
• Capture and translate business requirements into complex infrastructure and/or system design for specific implementations and collaborate with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment.
• Support change implementations, proactively identify and resolve potential issues resulting from the changes, and perform access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications.
• Provide consulting services to Core Technology Infrastructure (CTI) and technical partners, execute procedures reliably, and escalate appropriately to solve incidents quickly.
• Provide release support when needed and manage engagement across audiences.
• Provide full lifecycle management of the infrastructure and application environments. Required Qualifications:
• 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. 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.

Skills:

• Innovative Thinking.
• Production Support.
• Result Orientation.
• Risk Management.
• Solution Design.
• Adaptability.
• Analytical Thinking.
• Collaboration.
• Influence. Benefits:

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the company.

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.