Technical Engineer - ServiceNow

This role offers a hybrid work schedule

At M&T Tech, we’re a team of makers, doers, and builders, working to create the most advanced technology solutions in banking. We’re not your stereotypical suit and tie bankers: we’re an innovative team of leading tech experts, pushing boundaries, and taking risks. We’re building an agile team of the most skilled and creative workers to solve complex problems, architect solutions, write high-performance software, and chart our new path, all to make the lives of our customers, and the communities that we serve, better. Join us and be part of something new as we build tomorrow’s bank, today.

Overview:

Responsibilities involve designing, implementing, and maintaining ServiceNow Platform Analytics and Reporting solutions to drive strategic and accurate decision making, with a focus on CMDB performance health and KPI/Metrics.

Primary Responsibilities:

• Design and implement advanced Platform Analytics solutions including custom reports, visualizations and interactive dashboards within ServiceNow
• Create and maintain various types of ServiceNow performance indicators, breakdowns, targets, widgets and dashboards, as specified by business partners and other related teams
• Create/modify scripts and database views for use in analytics
• Collaborate with stakeholders and other technological teams to understand and document their needs and requirements.
• Identify and manage opportunities for analytics improvement initiatives
• Establish and maintain a platform-wide governance framework for ServiceNow Platform Analytics
• Ensure the technical environment for dashboards are available and functioning as needed (i.e., appropriate Report Sources or Database Views)
• Mentor the organization of Platform Analytics services, concepts, policies, and procedures, including training for applicable groups
• Ensure the accuracy and completeness of CMDB data, addressing errors and identifying root causes and assist in developing solutions with engineering staff.
• Identify opportunities for process improvement and automation within the CMDB and related processes.
• Assist in documenting CMDB processes when needed as well as providing training to other technical staff and management
• Adhere to M&T internal control standards, including participation of internal and external audit points together with any issues raised by external regulators as applicable.
• Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the M&T Bank brand.

Education and Experience Required:

• Combined minimum of 6 years’ higher education and/or work experience in systems design, management and/or architecture
• ServiceNow experience with Platform Analytics including custom reports, visualizations, performance indicators, widgets and dashboards
• ServiceNow experience with scripting and database views
• ServiceNow CMDB/ITAM hands-on experience
• Experience in requirements gathering directly with stakeholders.
• Completed ServiceNow training in System Administrator/Platform Analytics/Discovery/HAM/SAM

Education and Experience Preferred:

• Bachelor’s degree in Computer Science or Computer Engineering
• Minimum 4 years’ professional experience in a technical engineering position involving infrastructure design technologies, data management and interchange, system design and/or development for complex applications
• Ability to translate complex business and functional requirements into structured high-quality implementations using any variety of industry standard approaches
• Advanced technical and analytical skills
• Advanced problem solving and troubleshooting skills, including identification of root causes
• Advanced knowledge and advanced expertise in industry and/or vendor technologies
• Able to solicit, gather, document, and analyze system specifications and requirements
• Ability to work independently and collaboratively with others in a team environment
• Ability to use effective facilitation skills and techniques to elicit and review requirements from a diverse range of stakeholders and group size
• Understanding of how supported technologies interact with other systems and services
• Excellent written and verbal communication skills
• Effective influencing skills
• Process-oriented, adaptable, logical thinker
• Able to learn independently and quickly in a rapid pace environment
• Knowledge of ServiceNow development techniques and JavaScript
• Knowledge of the ServiceNow CMDB processes and functions, including Discovery and HAM/SAM
• Experience with data modeling, metrics, KPI and KRI
• Understanding of data visualization principles (effective charts and story telling with data)
• Familiarity of agile principles a plus
• Strong understanding of ServiceNow CMDB concepts, ITIL processes, and automation technologies
• Experience with other BI tools a plus
• Completed ServiceNow training in System Administrator/Platform Analytics/Discovery/HAM/SAM

We Support Our Team Members With Generous Benefits.

• Competitive compensation
• Health, welfare, and retirement benefits
• 401(k) match at 5%
• Work-life balance and flexible work arrangements
• Banking Officers start with 25 days PTO plus 12 paid holidays
• 40 hours paid volunteer hours per year
• Much more. For details, see: M&T Benefits Overview

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $93,581.10 - $155,968.51 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America