Senior ServiceNow Engineer
GitLab
AngularITSMJavaScriptReactSDLCServiceNowSOAP
Mainframe Services Delivery Manager
Northern Trust
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $114,700 - $194,900 per year
Job Level
SeniorLead
Tech Stack
ITSMReactServiceNow
About the role
- Manager for the IBM Mainframe environment; liaison between engineering team and Managed Service Provider overseeing Operations of the Mainframe infrastructure environment.
- Providing L1.5/L2/L3 escalation support, improving processes for faster support of mainframe services
- Ensuring that the MSP meets all established SLAs/KPIs, participating on critical SWAT calls to speed resolution and learn the business
- Creating reports in Service Now, performing trend analysis toward alert improvements and/or issue resolution, and driving the MSP root cause analysis process to meet reporting goals
- Approving quality infrastructure changes and ensuring no production outages
- Ensuring incident, problem, vulnerability, request, change ticket SLAs are met using ServiceNow
- Driving SWAT issues, following up on tickets breaching SLA, meeting with MSP management bi-weekly to drive performance, working with management from other teams for multi-tower research
- Completing audit requests, ensuring timely patches and fixes, motivating team toward automation and process improvements
- Risk management, leadership of SWAT calls, ensuring documentation for major SINCs, driving MSP toward DR capability, capacity and configuration management, root cause analysis, CMDB updates, queue/SLA management, trend analysis, training and onboarding MSP members, audit response management, metrics/reporting, ITSM approvals, attendance at change management meetings and CAB, quarterly access review oversight, regular meetings with vendor, NT vendor office, and Engineering teams to maintain/build relationships
Requirements
- 8+ years managing in the technical field of a business environment
- Past experience in managing and organizing effectively within a dynamic environment where parallel projects need planning, guidance and agility
- Experience in using current industry standard business tools for communication, collaboration, planning, tracking and reporting.
- Excellent analytical, organizational, time management, verbal, and written skills and be detail-oriented
- Experience in leading / driving Major Incident calls to speed resolution
- Self-starter with ability to work independently under pressure and react quickly and in support of changing priorities
- Able to multi-task in a fast-paced organization
- Able to interact effectively and cooperatively with partners and consultants at all levels
- Able to engage, inspire, influence people
- 3+ years of ITSM process experience: Service-Now or similar ticket system
- Bachelor's Degree in applicable field with related course work in a technology, engineering, banking, government, or similar environment with regulations
- Previous management / leadership experience, with a demonstrated ability to effectively collaborate and influence others while ensuring all targets are met, on schedule and within parameters
- Proficient written and oral communication skills
- Preferred: Committed to high quality standards and making continuous improvements
- IBM Mainframe experience
- ITIL certified
- Able to think conceptually - need to understand the appropriate level of detail to create in models to solve problems
- Able to build consensus, use active listening skills, and work harmoniously with others in getting a job done while promoting a culture of teamwork, excellence, and integrity
- Able to work in a face-paced environment, and adapt to change
Benefits
- Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IBM MainframeITSM processServiceNowtrend analysisroot cause analysiscapacity managementconfiguration managementvulnerability managementchange managementaudit response management
Soft skills
analytical skillsorganizational skillstime managementverbal communicationwritten communicationleadershipcollaborationinfluencemulti-taskingproblem-solving
Certifications
ITIL certified
