AVP/ServiceNow Administrator

Overview

This role will serve as the primary administrator and subject matter expert of the Bank's ServiceNow platform. This role will be responsible for supporting platform governance, platform configuration, workflow administration, Configuration Management Database (“CMDB”) and asset management oversight, reporting, release coordination and platform health. The ServiceNow Administrator will act as the primary liaison between business stakeholders, ServiceNow development resources, Enterprise Service Delivery and implementation partners to ensure the platform remains aligned with business, operational and regulatory requirements

Responsibilities

• Administer and maintain the ServiceNow platform, including forms, workflows, service catalogs, notifications, user roles, groups and access controls.
• Serve as the primary liaison among business stakeholders, ServiceNow development resources, Enterprise Service Delivery and third-party implementation partners.
• Manage the ServiceNow enhancement backlog and provide recommendations regarding platform improvements based on business value, risk exposure and operational requirements.
• Administer and support workflows, forms and automation supporting incident management, request management, change management, asset management, configuration management, onboarding, offboarding and other approved business processes.
• Maintain CMDB integrity, asset management controls, data quality standards, reconciliation controls and exception reporting.
• Develop and maintain dashboards, reports and key performance metrics to support operational management, audit readiness and strategic decision-making.
• Coordinate system testing, user acceptance testing (“UAT”), release planning and production deployments.
• Review, coordinate and validate platform configuration changes to ensure compliance with governance standards, security requirements and ServiceNow best practices.
• Develop and maintain platform documentation, runbooks, knowledge articles and operational procedures and assist with the maintenance of configuration standards.
• Coordinate platform upgrades, maintenance activities and vendor-delivered enhancements, including knowledge transfer and support readiness.
• Support audits, risk assessments and regulatory examinations by providing system documentation, reports, workflow evidence and configuration records.
• Troubleshoot platform issues and drive timely resolution through collaboration with internal support teams, ServiceNow support resources and implementation partners.

Qualifications

• Bachelor’s degree in a related field or equivalent experience required.
• Minimum of 3 years of ServiceNow experience required.
• Experience working in financial services preferred.
• ServiceNow Certified System Administrator preferred.
• Experience with Information Technology Service Management ("ITSM"), including service catalog, CMDB, reporting and workflow administration.
• Experience administering enterprise SaaS platforms in a regulated environment preferred.
• Strong understanding of configuration management, change management, governance and operational controls.
• Proficiency in Microsoft Office applications.
• Excellent written and verbal communication skills.

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Regular attendance and punctuality are essential functions of every job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Perform routine and typical tasks of an office such as typing, taking notes, reading/reviewing, computer work, filing, copying, answering phones, etc. that may require employee to view, stand, stoop, kneel, or crouch and lift.

Position requires flexibility and willingness to be available to work generally during normal business hours, but can include early mornings, evenings and weekends; participation in after-hours maintenance windows may be required based on operational needs.

The successful candidate will be required to prove on the first day of work that they are legally authorized to work in the U.S. The Bank will not sponsor a candidate for a visa or for work authorization.

COMPENSATION: $70,000 to $110,000