ServiceNow

• Maintain and support the ServiceNow platform while adhering to bank policies and standards
• Manage ServiceNow code quality control processes and routine
• 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
• Monitor and support application components and infrastructure critical to the business, such as relevant technologies and dashboards, responds to alerts regarding production incidents, and resolves issues prior to customer service interruption
• Fulfill requests from users, operations, auditors, and regulators within service level agreements and drive operational excellence through process improvement and monitoring development efforts related to supported technologies
• Onboard monitoring tools and applications in access system(s) of record to research potential production incidents, meet user requirements and service changes, and identify and implement automation opportunities in partnership with architects and engineers
• Communicate status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetings
• Perform environment routing and cycling, implements splash pages, and liaises with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP)
• Manage aged revocation monitoring to identify and fix defects in applications and systems of record
• Prepare technical documentation and develop procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations

ServiceNow Platform Operations Specialist

Senior Software Engineer – ServiceNow