ServiceNow

• Maintain and support the ServiceNow platform while adhering to bank policies and standards
• Manage ServiceNow code quality control processes and routines
• 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 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
• Manage and prioritize multiple tasks and assignments for the team including tracking tasks and tickets in system(s) of record, ensuring enterprise service level agreements are met, and participating in defect, incident, problem, and change review meetings and release activities
• Provide point of escalation for team members, peers, and partner teams, and share the leadership Point of Contact for triage of high priority incidents or consulting engagements
• Perform all responsibilities of team members from applicable teams
• Work with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
• Participate and help with resource interviews and onboarding processes
• Perform access reviews, conduct compliance activities, and serve as a delegate for administrative processes

ServiceNow Platform Lead Administrator

ServiceNow Platform Operations Specialist

ServiceNow Testing Manager

Senior IT Developer – ServiceNow

ServiceNow Tech Lead – Vice President