Technology Operations Engineer II

When you join Sallie Mae, you become a champion for all students.

We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way.

We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students-and for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole you-from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

What You'll Contribute

As a key contributor to our IT Service Management (ITSM) strategy, you will lead the implementation and ongoing enhancement of core ITSM processes. Your responsibilities will include overseeing incident, problem, and change management to ensure high service quality, operational efficiency, and compliance with organizational standards. You will collaborate closely with cross-functional IT teams and stakeholders to uphold service excellence and align IT operations with business goals and best practices.

What You'll Do

• Process Management:
• • Support and improve key ITSM processes, including incident, problem, change, and service request management.
  • Manage all aspects of our Change Management processes
  • Understand and Evangelize Change and Incident management procedures
  • Support delivery teams with prioritization of change requests, coordination of delivery windows and communication of system outages
  • Support Major system incident activities (Manage troubleshooting calls, Produce Alert communications, Conduct Post action reporting)
• ITSM Tool Administration:
• • Work closely with our ITSM platform, ServiceNow, administration team to add workflows, reports, and configurations as needed.
• Reporting & Metrics:
• • Coordinate the collection and analysis of data to produce key performance reports for management,
  • Outline key metrics and identifying trends and areas for improvement for both Change and Incident management
• Compliance & Policy:
• • Help ensure IT services comply with internal policies. Contribute to the development and maintenance of compliance plans and procedures.
  • Maintain all documentation supporting our change management processes (policies, procedures, templates, etc.)
  • Execute self audits to ensure team and process compliance
• Service Strategy & Improvement:
• • Work with process owners to develop and implement strategies for service enhancement
  • Advocate for the continual evolution of ITIL best practices
• Stakeholder Communication:
• • Facilitate meetings and communicate with various stakeholders, including technical experts and business users, to socialize ITSM activities gather requirements and provide status updates.
  • Manage weekly CAB (change advisory board) meetings
  • Create and circulate the weekly change schedule
  • Lead recurring Operations calls to review recent incidents and highlight upcoming changes, events, releases or outages.
• Training & Documentation:

• • Assist in developing training materials and documentation to help users and staff understand ITSM processes and tools.

The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.

What you have

Minimum: Indicate minimum education, skills and experience required.

• Strong knowledge of change management frameworks and strategies (ITSM, ITIL, etc).
• Strong knowledge of change management, delivery and procedure management tools such as Service Now, Azure Dev Ops (ADO), PolicyTech, etc
• Strong analytical skills and ability to observe, research and interpret change data and disposition accordingly (scheduling, compliance, reporting).
• Possess the technical skills to understand application and infrastructure changes and assess their impact
• Excellent communication and interpersonal skills, with the ability to collaborate with stakeholders at various levels.
• Detail-oriented with strong organizational and multitasking abilities to manage multiple tasks and priorities.
• Ability to work independently and collaboratively in a fast-paced environment

Preferred: Indicate "nice to haves" regarding education, skills, and experience.

• Bachelor's degree in computer science, information technology, or a related field.
• 3 to 5 years of p roven experience in IT service management or a related IT operations role

The Americans with Disabilities Act

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Feeling your best helps you do your best:

Our benefits take care of the whole you-so you can build your work around your life (not the other way around!).

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial-well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Flexible hybrid working arrangements.
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities

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Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. Click here to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.