ServiceNow Platform Engineer

Job Summary

This role plays a pivotal part in maintaining the ServiceNow platform as defined by Product teams. As a key member of the Operations team, you will be responsible for level 2 end user support, release support, and production availability for over 10 ServiceNow instances & Remedy environments.

You 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, participating in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission.

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.

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 release support when needed and manages engagement across audiences.
• Provides full lifecycle management of the infrastructure and application environments. Required Skills and 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 Benefits

This role offers 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. Shift Details

1st shift (United States of America)

40 hours per week