ServiceNow Expertise Manager

Job Description

The ServiceNow Operations Specialist will lead the maintenance of the ServiceNow platform, collaborating with Product teams. Our operations team provides level 2 end-user support, release support, and production availability for over 10 ServiceNow instances & Remedy environments. This role will resolve service availability issues by coordinating cross-team efforts for root cause analysis and problem resolution. Team members will plan and implement software changes, participating in application lifecycle phases, including planning, server build, software installation, release implementation, continuous improvement, and decommission.

This job leads the planning, designing, and implementation of complex infrastructure solutions to meet deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing technology solutions across audiences and overseeing projects related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies, and establishing input/output processes and working parameters for systems.

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 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.