Job Description | ServiceNow Support Specialist As part of TSG, our Production Services team is dedicated to ensuring that our technology environments are best in class. Our Production Services team runs the systems that keep BNY running. Their mission is to deliver a full IT service management lifecycle across all run-the-bank applications and infrastructure support with the purpose of providing a controlled, secure, and predictable production environment.
Our team members use their technical skills and business knowledge to bring forth solutions that will take our company into the future. If you are a collaborative continual learner with a global mindset and a desire to contribute to our company s top priorities, this is the place for you.
The support specialist is responsible for multiple service management applications including ServiceNow and Xmatters. Key Job Responsibilities: - Support of Service Management Office (SMO) tools including management of incidents, problems, changes, and requests associated with the ServiceNow platform
- Support weekly release cycles and application deployments by support staff
- Meet team SLAs for incident request management, etc. and support automation and continuous service improvement efforts
- Ensure infrastructure and software is maintained, patched and upgraded in a timely manner
Required Qualifications: - ServiceNow Certified System Administrator (CSA) certification
- Bachelor s degree
- 4+ years experience of technical & support knowledge including:
- ServiceNow APIs
- MID Server
- Basic to advanced scripting
- ServiceNow performance tuning
- Previous management experience and support ownership of enterprise application(s) supporting 20k+ populations
- Excellent communication skills and the ability to develop clear written materials in support of objectives
- Team player with the ability to lead discussions and initiatives with minimal oversight
Preferred Qualifications: - ServiceNow Certified Application Developer (CAD) certification
- Good understanding of ITIL processes (ITIL v3 or v4 knowledge)
- Experience with scripting languages such as JavaScript, Angular.js, Perl, PowerShell
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