Senior Change & Incident Operations Lead

Bank of America; Pennington (TX); On-site; USD 92,000 - 160,000; Full time

Benefits offered by this job

Benefits eligible

Annual discretionary incentive

Job summary

Bank of America in Pennington, NJ is seeking a change-management professional to lead day-to-day activities for the assigned team, delegating work, supervising processes, and guiding sub-teams. You will manage on-call schedules and mentor teammates, translating complex technical issues into clear updates for senior management.

The role requires deep experience in technology change management, ServiceNow, and cross-team coordination; you will address incidents and changes, ensure SLAs, and

Qualifications

• - Five years experience in technology change management or production change operations.
• - Ability to assess change records for consistency across risk, impact, scope, schedule, implementation, backout, and validation.
• - Working knowledge of approval paths and the distinction between readiness review and accountable approval.
• - Experience with ServiceNow or a comparable enterprise change-management platform.
• - Across Incident, Problem and Change data, ability to identify scheduling conflicts and dependencies across application and infrastructure teams.
• - Ability to interpret change data, identify exceptions and trends, and communicate findings accurately.
• - Strong collaboration, written communication, documentation, judgment, attention to detail, and prioritization skills.

Responsibilities

• - Manages and prioritizes day-to-day tasks and assignments for the team, including coordinating with stakeholders and tracking progress.
• - Provides escalation point for team members and partner teams, and leads triage for high-priority incidents or engagements.
• - Performs responsibilities of senior team members and ensures adherence to processes.
• - Collaborates with other teams to ensure alerts, monitoring, dashboards, and processes are established for new projects.
• - Participates in interviews and onboarding of new staff.
• - Conducts access reviews and compliance activities; acts as delegate for administrative processes.
• - Creates and maintains on-call rotation schedules and supports off-hours and weekend coverage.

Skills

Technology change management

Production change operations

ServiceNow

Incident/Problem/Change coordination

Change data interpretation

Tools

ServiceNow

Job description

Bank of America in Pennington, NJ is seeking a change-management professional to lead day-to-day activities for the assigned team, delegating work, supervising processes, and guiding sub-teams. You will manage on-call schedules and mentor teammates, translating complex technical issues into clear updates for senior management.

The role requires deep experience in technology change management, ServiceNow, and cross-team coordination; you will address incidents and changes, ensure SLAs, and