Process Optimization Engineer

Truist; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Disability

401k plan

Paid holidays

Job summary

Truist Financial Corporation is seeking an on-site engineer to design and implement automated ITSM capabilities, including ServiceNow workflows, data-quality rules, telemetry, dashboards, and AI-enabled automation. The role translates control requirements into deployable platform capabilities with defined acceptance criteria and measurable outcomes.

The position requires 5+ years in technology operations, strong knowledge of IT environments, and the ability to lead junior teammates.

Qualifications

• High school diploma or equivalent.
• 5+ years in technology operations or enterprise technical support.
• Broad knowledge of operational systems, infrastructure components, and enterprise technology environments.
• Ability to troubleshoot non-routine issues and guide junior teammates.

Responsibilities

• Acts as a team lead for daily operations and coaches junior teammates.
• Primary escalation point for complex operational incidents.
• Delivers advanced operational support for platforms and systems to ensure stable production.
• Identifies gaps and suggests improvements to senior staff.
• Coordinates with cross-functional teams for maintenance, upgrades and service activities.
• Monitors systems, validates triage accuracy and timely escalation.
• Documents incidents, workarounds and solutions with quality documentation.
• Ensures compliance with standards, controls and security requirements.

Skills

IT operations

Technical support

Troubleshooting

Team leadership

ServiceNow

Power Platform BI

AI automation tools

Education

High school diploma

Tools

ServiceNow ITSM

Power Platform BI

AI automation tools

Job description

Regular or Temporary

Regular

Language Fluency: English (Required)

Work Shift

1st shift (United States of America)

This is a hands-on engineering delivery role responsible for designing and implementing automated capabilities across ITSM capabilities. The role translates the ITSM control requirements into engineered ServiceNow workflows, integrations, data-quality rules, telemetry, dashboards, and AI-enabled automation. It will establish reusable technical patterns that improve lifecycle visibility, automate evidence and reporting, reduce manual processing, and strengthen the sustainability of ITSM controls. The role will work directly with platform engineers, product owners, data owners, and process leads to convert modernization requirements into deployable platform capabilities with defined acceptance criteria, instrumentation, and measurable operational outcomes.

Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.)

Role is NOT remote

In office expectations are 5 days per week.

Essential Duties And Responsibilities

• Acts as a team lead for daily operations, providing advanced technical guidance and reviewing work of junior teammates.
• Serves as the primary escalation point for non-routine, undefined, or complex operational incidents.
• Delivers advanced operational support for platforms, systems, infrastructure, ensuring stable production performance.
• Identifies operational gaps or recurring issues and recommends improvements to senior teammates or management.
• Coordinates with cross-functional teams on maintenance, upgrades, and service activities.
• Oversees system monitoring, validating triage accuracy, and ensuring timely escalation.
• Documents incidents, workarounds, and solutions, ensuring high-quality documentation from junior teammates.
• Reinforces compliance with approved standards, controls, and security requirements.

Qualifications

Required Qualifications

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent.
• Extensive experience (5+ years) in technology operations or enterprise technical support.
• Broad knowledge of operational systems, infrastructure components, and enterprise technology environments.
• Demonstrated ability to troubleshoot non-routine issues and provide guidance to lower-level teammates.

Preferred Qualifications

• Strong IT service management and Technology Change Management experience.
• Practical ServiceNow ITSM knowledge.
• Experience translating policy and controls into workflow requirements.
• Automation, reporting, data analysis, or low-code development experience.
• Understanding of approvals, CAB governance, restriction periods, emergency changes, and unauthorized change monitoring.
• Ability to write requirements, user stories, acceptance criteria, and process flows.
• Experience working with developers, platform teams, risk, audit, and process owners.
• Enough technical depth to challenge solution designs without needing to be the primary ServiceNow developer.
• Strong communication skills and the confidence to push back on weak or noncompliant designs.
• Experience with ServiceNow, Microsoft Power Platform BI reporting, AI and machine learning automation tools.
• Experience with Process Analysis & Improvement.
• Ability to analyze business processes and workflows to identify automation opportunities.
• Ability to evaluate current-state processes and design future-state automated solutions.
• Experience with documenting business requirements, process maps, and technical specifications.
• Ability to Identify opportunities to reduce operational risk, improve quality, and increase efficiency.
• Ability to lead process reengineering and continuous improvement initiatives.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• a 401k plan
• 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment
• 10 sick days (also prorated)
• paid holidays
• defined benefit pension plan
• restricted stock units
• a deferred compensation plan

For more details on Truist's generous benefit plans, please visit our Benefits site.

Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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