ServiceNow Platform Operations Specialist

Job Description The ServiceNow Platform Operations Specialist will have a leading role in maintaining the ServiceNow platform as defined by the product teams. The operations team is responsible for level‑2 end‑user support, code migration/release support, and production availability for a portfolio of ServiceNow instances. Responsibilities Maintain and support the ServiceNow platform while adhering to bank policies and standards. Manage ServiceNow code quality control processes and facilitate code review. 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. Triage service availability issues, research and resolve system defects, lead root‑cause analysis, and drive permanent resolution. Ensure appropriate monitoring is in place and maintained for application availability. Participate in software release implementation meetings and coordinate maintenance activities. Prepare and maintain application support/process documentation. Develop automation routines or deployment scripts. Monitor and support application components and infrastructure critical to the business. Fulfills requests from users, operations, auditors, and regulators within service level agreements and drives operational excellence. Onboard monitoring tools and applications; research potential production incidents, meet user requirements, and implement automation opportunities. Communicate status updates and technical details to management and provide reporting on environment and incident status. Perform environment routing and cycling, implement splash pages, and collaborate with development teams on auto‑provisioning, straight‑thru revocation (STR), and straight‑thru processing (STP). Manage aged revocation monitoring to fix defects in applications and systems of record. Prepare technical documentation and develop procedures for troubleshooting incidents. Required Qualifications ServiceNow Certified System Administrator (CSA) certification, product micro certifications. Proven experience as an administrator in highly regulated environments. Experience maintaining multiple ServiceNow environments. Minimum of 5+ years of experience in ServiceNow development and engineering with emphasis on platform management. Experience monitoring and maintaining ServiceNow products, supporting software engineering, maximizing data processing systems, building cloud‑compatible services, and operating within an enterprise IT lifecycle. Experience supporting ServiceNow integrations for security, risk, and compliance. Experience with ServiceNow instance cloning and management. Experience maintaining both Windows and Linux MID servers. Desired Qualifications Bachelor's Degree in Technology or related field. ServiceNow certified implementation specialist (CIS). ServiceNow certified application developer (CAD). Experience in financial institution information technology security, compliance with rules, regulations, and financial industry standards. Experience leveraging MID servers for integration and automation. Experience with ServiceNow Discovery and other Configuration Management Database (CMDB) population toolsets. Skills Adaptability Analytical Thinking Influence Production Support Risk Management Automation Collaboration Result Orientation Solution Delivery Process Business Acumen Stakeholder Management Shift 1st shift (United States of America) Hours Per Week 40 #J-18808-Ljbffr Bank of America