Process Optimization Engineer (On-site)

Truist; Atlanta (GA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) plan

Paid vacation and holidays

In-office, 5 days/week

Job summary

Truist in Atlanta, GA is seeking an experienced ITSM Engineer to design and implement automated capabilities across ITSM controls using ServiceNow, data-quality rules, and AI-enabled automation. The role focuses on translating control requirements into reusable platform capabilities with measurable outcomes and well-instrumented workflows.

In this hands-on delivery role, you will collaborate with platform engineers, product owners, data owners, and process leads, leading daily operations and

Qualifications

• Hands-on experience translating ITSM control requirements into engineered workflows.
• Ability to translate policy and controls into workflow requirements.
• Experience with automation, reporting, data analysis, or low-code development.
• Experience with ServiceNow, platform integrations, and AI-enabled automation.

Responsibilities

• Act as a team lead for daily operations and guide junior teammates.
• Serve as primary escalation point for complex incidents.
• Deliver advanced operational support for platforms and infrastructure.
• Coordinate with cross-functional teams for maintenance and service activities.

Skills

ITSM experience

ServiceNow ITSM

Automation

Data analysis

AI/ML automation

BI reporting

Education

High school diploma or equivalent

Tools

ServiceNow ITSM

Power Platform BI

Job description

Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America) Please review the following job description:

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.

For this opportunity: 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

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

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

Qualifications Required

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.

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

Preferred Qualifications

• 1. Strong IT service management and Technology Change Management experience.
• 2. Practical ServiceNow ITSM knowledge.
• 3. Experience translating policy and controls into workflow requirements.
• 4. Automation, reporting, data analysis, or low-code development experience.
• 5. Understanding of approvals, CAB governance, restriction periods, emergency changes, and unauthorized change monitoring.
• 6. Ability to write requirements, user stories, acceptance criteria, and process flows.
• 7. Experience working with developers, platform teams, risk, audit, and process owners.
• 8. Enough technical depth to challenge solution designs without needing to be the primary ServiceNow developer.
• 9. Strong communication skills and the confidence to push back on weak or noncompliant designs.
• 10. Experience with ServiceNow, Microsoft Power Platform BI reporting, AI and machine learning automation tools.
• 11. Experience with Process Analysis & Improvement.
• 12. Ability to analyze business processes and workflows to identify automation opportunities.
• 13. Ability to evaluate current-state processes and design future-state automated solutions.
• 14. Experience with documenting business requirements, process maps, and technical specifications.
• 15. Ability to Identify opportunities to reduce operational risk, improve quality, and increase efficiency.
• 16. 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.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• 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.
• As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

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. EEO is the Law E-Verify IER Right to Work About Truist Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in a number of high-growth markets in the country, offering a wide range of financial services. At Truist, our purpose is to inspire and build better lives and communities. That happens through real care to make things better. To meet client needs, to empower teammates, and to lift up communities. Learn more about Truist on truist.com.