Principal Service Management/ServiceNow


  • LDAP
  • Management information systems
  • Testing
  • Software development
  • Policies
  • Process improvement
  • OER
  • Sprint
  • User stories
  • Workflow

Job Description

Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the "bank of banks" - 97% of the world's top banks work with us as we lead and serve our customers into the new era of digital.

With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we're approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We're seeking a future team member in the role of ServiceNow Engineering (Scrum Master) to join our Technology Production Services (TPS) team with a Service Management organization This role is located in Lake Mary, FL - HYBRID.

In this role, you'll make an impact in the following ways:
  • ServiceNow Engineer (Scrum Master) must be able to manage an agile process including: Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective.
  • Understanding of various ServiceNow Products (ITSM, ITBM, HR, GRC, SecOps, etc.), may have deep strengths in one or several of these, and understands how the ITIL framework can be leveraged to create best practices for the customer.
  • Develop on the ServiceNow platform across the full stack of Web technologies - Java, JavaScript,, HTML and CSS, Work in a Scrum-based, Agile development process that is light on documentation and meetings and heavy on coding.
  • Translate requirements/stories and mock-ups into fully functional features by working closely with the implementation project team
  • Configure the Application UI and workflow
  • Lead a small team ,Act as scrum master for multiple projects
  • Assist with user acceptance testing.
  • Ensure that management receives timely updates on assigned tasks to facilitate frequent and proactive customer communication.
  • Contribute to the continual improvement of Service Management.

To be successful in this role, we're seeking the following:
  • Bachelor's degree preferably in Computer Science, Information Technology, or Management Information Systems.
  • 10-15 years of total IT experience and 4-5 years' Experience with ServiceNow Development and/or Platform Support
  • Intermediate knowledge of JavaScript with a desire to grow skills.
  • 3-6 years working on the ServiceNow platform as a ServiceNow Developer or Support
  • ServiceNow Certified System Administrator (CSA)
  • Knowledge of ITIL v3+ (Incident, Problem, and Change processes)
  • Experience implementing systems using the Agile/Scrum methodology.
  • Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies
  • Experience implementing systems using the Agile/Scrum methodology.
  • Eager to learn in a fast-paced, highly collaborative environment.
  • Self-Starter with a passion to develop innovative solutions to business problems.
  • Demonstrate strong communication skills (written, interpersonal, and presenting)

At BNY Mellon, our inclusive culture speaks for itself. Here's a few of our awards:
  • Fortune World's Most Admired Companies & Top 20 for Diversity and Inclusion
  • Bloomberg's Gender Equality Index (GEI)
  • Best Places to Work for Disability Inclusion , Disability: IN - 100% score
  • 100 Best Workplaces for Innovators, Fast Company
  • Human Rights Campaign Foundation, 100% score Corporate Equality Index
  • CDP's Climate Change 'A List'

Our Benefits:

BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

Subject matter expert responsible for supporting Service Management process leads in development, implementation, mentoring of, and maintenance of ITSM processes, training, requirements management, and testing, as well as contribute to development of strategic solutions.Communicates and promotes the process. Initiates process improvements. Influences process stakeholders. Defines and redesigns the assigned process. Reviews drafts from junior and senior analysts and updates them as needed prior to management review and approval. Develops and conducts training and presentation, as needed. Prepares and distributes ad-hoc and scheduled reports Assists process and team leads with activities required to develop, implement and maintain processes.As needed, works with the supporting technology teams and customers to develop user stories, develop test scripts, conduct testing, participate in migrations, deliver training, update relevant documentation, and provide early-live support when the process and/or supporting technology changes are introduced.Escalates issues to Technology leadership. Identifies areas for improvement in the process and supporting technology. Maintains excellent knowledge of IT systems, tools, and stays abreast of new developments in IT . Uses a data driven approach to work with all IT stakeholders in order to bring about continuous process improvements, create plans to bridge process gaps, and produce data driven analyses to measure critical success factors and key performance indicators across relevant processes and services. Maintains excellent knowledge of IT systems, tools, and stays abreast of new developments in IT . Coaches, trains and guides process stakeholders and team members. Provides technical expertise and advice to Technology and Business process practitioners and users.Contributes to the achievement of organizational objectives and initiates process and tool implementations and executes relevant activitiesMODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTSBachelor's degree in computer science or a related discipline, or equivalent work experience7 + years of experience in IT; 5+ years of management experience; 2+ years in IT Service Management role required; experience in the financial services industry is a plus. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.