ServiceNow Request Process Analyst

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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
• Prioritization
• Recording/Organizing Information

Shift:

Hours Per Week: