Job Information
Bank of America ServiceNow Request Process Analyst in Charlotte, North Carolina
ServiceNow Request Process Analyst
Chandler, Arizona;Richmond, Virginia; Plano, Texas; Charlotte, North Carolina; Chicago, Illinois; Kennesaw, Georgia
Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
About the Team:
The Global Technology Service Management function is a new team charted with designing, implementing, and managing next generation Service Management policies, processes, and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees.
About the Role:
The ServiceNow Request Process Analyst is a key role within the Technology Service Management Office, a group that enforces standardized governance methods across all ITSM processes. This net new role in the organization will manage day-to-day governance, operations and continual improvement for technology request management and technology knowledge management within the scope of those capabilities on the ServiceNow platform. In addition to managing the process day to day, this role will build and manage relationships with teams who execute the process to ensure their adherence and success.
Key responsibilities:
Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
Identify risks and issues and support mitigation, coordinating with partners as needed
Collaborate with cross-functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control execution
Deliver ongoing training to refresh partner understanding and share improvements
Participate in support for evaluations of the process by lines of defense
Create and maintain process documentation, including procedures
Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
Perform other duties as assigned
Required Experience:
Minimum of 3 years of experience as a process manager for an IT Service Management process
Minimum of 1 years of experience managing controls for an ITSM process
Strong understanding of knowledge management and/or technology service request management
Understanding of service catalog use, structure, and operation
Understanding of ITSM portals
ITIL v3 Foundation Certification
Experience operating a process on the ServiceNow ITSM platform
Desired Experience:
Strong collaboration and relationship building skills
Strong risk, issue and control management skills
Superb written communication skills, with a keen eye for detail
Proven ability to quickly learn and understand complex subject matter
Self-starter with ability to handle multiple assignments simultaneously
Skills:
Controls Management
Issue Management
Monitoring, Surveillance, and Testing
Quality Assurance
Risk Management
Analytical Thinking
Attention to Detail
Critical Thinking
Problem Solving
Written Communications
Decision Making
Innovative Thinking
Prioritization
Recording/Organizing Information
Research
Shift:
1st shift (United States of America)
Hours Per Week:
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
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Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.