Operations Specialist for Complex Systems

Job Title: ServiceNow Operations Specialist

Our organization is seeking a highly skilled and experienced ServiceNow Operations Specialist to play a leading role in maintaining the ServiceNow platform. The ideal candidate will have a strong background in supporting complex systems, excellent problem-solving skills, and the ability to work effectively in a team environment.

The ServiceNow Operations Specialist will be responsible for providing hands-on technical expertise to resolve service availability issues, coordinating cross-team efforts to perform root cause analysis and problem resolution, and working with stakeholders to implement software changes. Additionally, this role will involve participating in various phases of the application lifecycle, including planning, server build, and software installation.

This position requires a high level of technical expertise, excellent communication skills, and the ability to work in a fast-paced environment. The ideal candidate will have experience with ServiceNow, Remedy, and other related technologies, as well as a strong understanding of ITIL principles and practices. Key Responsibilities:

• Maintain and support the ServiceNow and Remedy platforms 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:
• Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and 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 as-needed after-hours release support.
• Willingness to work on-call rotational weekend support shifts. 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.

Shift: 1st shift (United States of America)

Hours Per Week: 40

Pay Transparency details US - IL - Chicago Pay and benefits information Pay range $85,000.00 - $153,800.00 annualized salary, offers to be determined based on experience, education, and skill set. Discretionary incentive eligible 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. Benefits 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.