Service Desk Manager
Empower AI
ServiceNow
Senior Vice President, Infrastructure Services
BNY
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida, Pennsylvania
Visit company websiteJob Level
Senior
Tech Stack
ServiceNow
About the role
- Provide experienced knowledge with ServiceNow capabilities in the Incident, Problem, and Change modules
- Drive Product Management for the Incident, Problem, and Change controls within ServiceNow
- Present complex data reports and control information to Senior Management
- Enforce existing KPIs to track effectiveness across modules
- Implement and enforce governance policies, procedures, and standards for Incident, Problem, and Technical Change Management
- Maintain audit-ready documentation of Incident, Problem, and Change activities
- Ensure compliance with ITIL Change Management best practices
- Monitor and report on Incident, Problem, and Change metrics
- Provide reporting, guidance, and training to teams on governance of Incident, Problem, and Change
- Collaborate with teams to ensure adherence to industry standards (ISO 27001, SCO, etc.)
- Continuously improve processes for efficiency and effectiveness
Requirements
- Bachelor's degree in computer science or a related discipline or equivalent work experience required
- 10 - 12 years of application or infrastructure related experience required
- Experience in the securities or financial services industry is a plus
- Strong knowledge of ITIL frameworks, change management processes, incident/problem processes, and governance best practices
- 8+ years of experience with the ITIL module within ServiceNow
- Experience working with internal and external audit teams
- Strong analytical and problem-solving skills
- Excellent communication skills
- Experience in regulated industries such as finance, healthcare, or government
- ITIL Certification
