Lead Application Support Engineer

Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve. The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance. Pay And Benefits Competitive compensation, including base pay and annual incentive Comprehensive health and life insurance and well-being benefits, based on location Pension / Retirement benefits Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee). The Impact You Will Have in This Role DTCC’s Application Operations organization is responsible for ensuring the reliability, stability, and continuous improvement of mission-critical platforms that support global financial market infrastructure. As a Lead Application Support Engineer - ServiceNow, you will be a key technical member of the ServiceNow Application Operations team, serving as the sixth team member supporting DTCC’s enterprise ServiceNow platform. This role blends hands-on application support, platform administration, and targeted development, requiring strong operational rigor and deep ServiceNow platform knowledge. You will partner closely with US-based and India-based teams, development partners, infrastructure teams, and business stakeholders to support daily operations, bi-weekly releases, upgrades, and continuous service improvements while meeting strict availability, performance, and control expectations. Your Primary Responsibilities Platform Administration & Operations Administer and support the ServiceNow platform for Application Operations, ensuring high availability, performance, and reliability. Provide Level 2 application and platform support, including troubleshooting incidents, service requests, and user issues. Respond to and resolve critical production incidents and alerts, including impact assessment, root cause analysis (RCA), corrective actions, and documentation. Participate in daily operational support and rotating on-call coverage, including weekends and holidays as scheduled. Releases, Upgrades & Deployments Plan and execute ServiceNow upgrades, patches, and instance clones across development, test, and production environments. Support bi-weekly production deployments (typically Thursdays), including release validation and post-deployment support. Manage update set migrations, ServiceNow development lifecycle activities, and controlled production deployments aligned with change management standards. Configure, manage, and monitor MID Servers to support integrations and platform connectivity. ServiceNow Development & Enhancements Perform hands-on ServiceNow development in support of operations, enhancements, and defect remediation. Configure and maintain Business Rules, Script Includes, UI Policies, UI Scripts, System Properties, Dictionary Tables, and platform integrations. Support and enhance ServiceNow modules including ITSM and Service Catalog, and preferably ITOM, CMDB, CSDM, Discovery, and Event Management. Partner with development teams to provide administrative and technical guidance during application design and implementation. Process, Controls & Documentation Maintain ITIL process alignment across Incident, Problem, Change, and Request workflows within defined SLAs. Develop, review, and maintain runbooks, operational documentation, and knowledge articles. Support internal and external audit activities by validating controls, preparing evidence, and ensuring compliance. Execute disaster recovery and business continuity procedures, including planned DR tests and unplanned events. Monitor platform risks and controls, escalating issues that pose operational or compliance concerns. Review ServiceNow release notes, advisories, and vendor communications to assess impact and required actions. Continuous Improvement Identify and implement automation opportunities to improve monitoring, alerting, deployments, and operational efficiency. Collaborate with global teams across multiple time zones, particularly US-India delivery models, to ensure smooth handoffs and coverage. Support ad hoc ServiceNow operational and administrative requests as needed. Qualifications Minimum of 6-8 years of Application Support / Application Operations, with 4+ years supporting ServiceNow. Bachelor's degree preferred or equivalent practical experience Talent Needed for Success Hands-on proficiency in ServiceNow administration and development, including JavaScript and Integration Hub. Strong experience supporting and configuring ITSM and Service Catalog modules. Solid understanding of ServiceNow upgrade lifecycle, patch testing, defect management, and instance cloning. Experience with CI/CD pipelines, DevOps automation, and Agile/Scrum environments. Hands-on experience with API testing and integrations. Strong analytical, troubleshooting, and problem-solving skills. Excellent communication and customer-service skills; able to work directly with end users and technical partners. Ability to work independently while collaborating effectively in a fast-paced, highly regulated environment. Mandatory Certifications ServiceNow Certified System Administrator (CSA) ITIL v3 or v4 Preferred ServiceNow certifications such as Advanced System Administration, CAD, CIS (Discovery, Event Management). Experience with CMDB, CSDM, ITOM, Discovery, Event Management. Familiarity with test management / defect tracking tools such as JIRA or HP ALM. Experience working in regulated environments with strong audit and control requirements. The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. #J-18808-Ljbffr The Depository Trust & Clearing Corporation (DTCC)