Process Improvement Consultant - ServiceNow/Risk & Control Self‑Assessment

Job Description

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Process Improvement Consultant within PNC's Technology organization, you will be based in Pittsburgh, PA; Strongsville, OH; Birmingham, AL; Farmers Branch, TX; Phoenix, AZ; and Lakewood, CO.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

Core Responsibilities

RCSA & Risk Management

Support execution of ITSM RCSA cycles, including risk identification, inherent risk assessment, control mapping, and residual risk evaluation.Partner with ITSM process owners (Incident, Problem, Knowledge, Change, Asset, Configuration, Request, etc.) to:Identify key operational and technology risksDocument risks in enterprise risk tools (e.g., Archer, GRC platforms)Maintain risk statements, causes, impacts, and control relationships in accordance with enterprise risk taxonomy.

Control Design & Effectiveness

Document and maintain key controls aligned to ITSM processes and regulatory / policy expectations.Perform control design and operational effectiveness assessments, including:Control evidence reviewGap identification and remediation trackingSupport issue management for control deficiencies, audit findings, and risk events.Coordinate with Internal Audit and Second Line Risk during reviews and validations.

Metrics, KRIs & KPIs

Develop, maintain, and report ITSM risk metrics, including Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs)Ensure metrics are Enterprise‑sourced, well-defined with thresholds and escalation criteria, aligned to ITSM control objectivesAnalyze trends, breaches, and emerging risks; provide clear executive‑level summaries and visualizations.

Governance & Reporting

Prepare RCSA summaries, control status reports, and metric dashboards for management and risk committees.Support regulatory, audit, and compliance responses related to ITSM risk and controls.Ensure ongoing alignment with enterprise risk frameworks, policies, and standards.

Process Improvement

Identify opportunities to enhance ITSM risk coverage, control maturity, and metric quality.Drive consistency and standardization across ITSM processes for risk and control documentation.Promote a risk‑aware culture within ITSM teams.

Preferred Skills

Experience supporting Risk & Control Self‑Assessments (RCSA) within ITSM environments, including risk identification, inherent and residual risk assessment, control mapping, and issue remediation in alignment with enterprise risk frameworks.Hands‑on experience leveraging ServiceNow ITSM modules (Incident, Change, Problem, CMDB, etc.) and enterprise GRC tools (e.g., Archer) to document risks, controls, evidence, and metrics with precision and consistency.Ability to design, document, and assess control effectiveness, perform control evidence reviews, identify gaps, and track remediation efforts in collaboration with Internal Audit and Second Line Risk teams.Technical writing skills with experience producing clear, audit‑ready documentation such as risk statements, control narratives, RCSA summaries, dashboards, and executive‑level risk reporting aligned to regulatory and policy standards.Exceptional attention to detail and communication skills, with the ability to analyze KRIs/KPIs, identify trends and emerging risks, and partner effectively across ITSM process owners, Risk Management, Audit, and Governance stakeholders at varying levels of seniority.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Change Management, Corporate Governance, Data Analytics, IT Service Management (ITSM), Key Performance Indicators (KPI), Process Efficiencies, Process Improvements, Risk Assessments, RSA Archer, ServiceNow Platform

Competencies

Analytical Thinking, Consulting, Effective Communications, Flexibility and Adaptability, Influencing, Organizational Change Mgt, Organizational Savvy and Politics, Problem Solving, Project Management

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $55,000.00 – $105,800.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 04/16/2026, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.