Lead Product Analyst, IT Service Management

Bank of America; Charlotte (NC); On-site; USD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking organization as an ITSM Lead Product Analyst, where you'll play a crucial role in enhancing technology service management. This position involves collaborating with cross-functional teams to translate business needs into actionable development stories, ensuring high-quality product delivery. With a focus on ServiceNow, you'll leverage your analytical skills to optimize processes and improve user efficiency. The company fosters a diverse and inclusive culture, providing ample opportunities for career growth and development. If you're passionate about technology and eager to make an impact, this role is perfect for you.

Qualifications

• 5+ years in product management or technical business analysis.
• Experience with Agile practices and ServiceNow implementation.

Responsibilities

• Lead analytical support for ITSM Product Owners in ServiceNow implementation.
• Collaborate with product teams to influence strategy and design.

Skills

Product Management

Agile Methodologies

ServiceNow

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Experience in Financial Services

Tools

Jira

Confluence

Microsoft Suite

Job description

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

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.

Position Summary:

The ITSM (IT Service Management) Lead Product Analyst is a hands-on role where you will analyze high-level business requirements and translate them into technical specifications for our engineering team. In this role, you will work closely with both our business unit and technical product managers, DevOps engineering, architects, user experience, and cross-functional counterparts to develop high-level requirements that enable high quality products that delight our internal customers. They perform data-driven analysis and collaborate to understand their business processes to facilitate gathering insights to shape product design. The ITSM Product Analyst is responsible for extracting actionable insights from business requirements into development items for implementing ServiceNow at Bank of America.

Job Responsibilities:

• Provide and lead analytical support to ITSM Product Owners or Product Managers engaged in the discovery, design, and delivery of implementing and operating the ServiceNow platform, namely Change, Incident, and Problem Mgmts.
• Collaborate with the product team to offer insights and build reusable or ad hoc data views that influence product strategy, design, and development
• Participate in the agile software development methodology, including design, testing, implementation, and deployment
• Identify opportunities for optimization and automation to improve platform performance, accuracy, and user efficiency
• Work with data, design, and engineering teams to conduct appropriate discovery and be able to understand the depth and breadth of the impact of the problem to be solved.
• Collaborate with other product teams, technical architects, and developers to understand the technology roadmap for modernization
• Evaluate proposed enhancements or issue resolutions for meeting business objectives, risks and cost/benefits
• Understanding technology infrastructure, interface with senior infrastructure and application development leaders to clarify requirements, align priorities, and translate into work items for the delivery team
• Translate business and process requirements into actionable development stories, including Acceptance Criteria, Business Value, Definition of Done, etc.
• Gather and catalog functional, non-functional, and technical requirements for stakeholder requests
• Produce effective documentation to capture and communicate business process and requirements in the format of business process flow diagrams, data flow diagrams, data definition documents, decision trees, logic diagrams, requirements documents, and user experience flows

Required Qualifications:

• 5+ years product management / technical business analyst experience – including defining user experience needs, writing epics, stories, acceptance criteria, etc.
• 5+ Direct experience working in an Agile team (directly aligned to a product), familiarity with agile practices and ability to work independently. Experience working in Jira and Confluence
• 3+ years ServiceNow implementation experience
• Deep understanding of the ITIL Service Management functions including Change, Incident, Problem, etc. and their corresponding data points, handoffs/workflows, approvals, varied risks/escalations/priorities
• Demonstrated ability to interpret business and technical needs and translate them into actionable user stories for software engineering teams
• Ability to operate as part of cross-functional work streams to execute projects with quality and on-time
• Good communication, presentation, and analytical skills with the ability to articulate to key partners

Desired Qualifications:

• Knowledge of product lifecycle management and product management principles.
• Understanding of OKR framework
• Excellent communication, analytical, conceptual thinking, and presentation skills with the ability to articulate to key partners
• Experience in Financial Services industry
• 2+ years of experience as a business analyst or a related field
• Excellent planning, organizational, and time management skills
• Competency in the Microsoft Suite including Word, Excel, PowerPoint, Visio, and Outlook

Shift:

1st shift (United States of America)

Hours Per Week:

40