ServiceNow Request Process Analyst

Bank of America; Richmond (VA); On-site; USD 80,000 - 100,000; Full time

Job summary

A major financial institution is seeking a ServiceNow Request Process Analyst to oversee the governance and operations of ITSM processes. You will collaborate with teams to ensure effective execution of service requests and knowledge management. Candidates should have experience in IT service management, ideally with a background in ServiceNow. This full-time position supports a dynamic work environment in Richmond, Virginia.

Qualifications

• Minimum of 3 years of experience as a process manager for an IT Service Management process.
• Minimum of 1 year of experience managing controls for an ITSM process.
• Strong understanding of knowledge management and/or technology service request management.

Responsibilities

• Ensure consistent and efficient execution of process controls.
• Monitor and report on key process metrics to drive improvements.
• Collaborate with cross-functional teams for onboarding and training.

Skills

Controls Management

Issue Management

Monitoring, Surveillance, and Testing

Quality Assurance

Risk Management

Analytical Thinking

Attention to Detail

Critical Thinking

Problem Solving

Written Communications

Prioritization

Recording/Organizing Information

Education

ITIL v3 Foundation Certification

Tools

ServiceNow ITSM platform

Job description

ServiceNow Request Process Analyst

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 an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’s 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.

About the Role

The ServiceNow Request Process Analyst is a key role within the Technology Service Management Office, a group that enforces standardized governance methods across all ITSM processes. This net new role in the organization will manage day‑to‑day governance, operations and continual improvement for technology request management and technology knowledge management within the scope of those capabilities on the ServiceNow platform. In addition to managing the process day to day, this role will build and manage relationships with teams who execute the process to ensure their adherence and success.

Key Responsibilities

• Participate in the day‑to‑day of operation of process controls to ensure consistent and efficient execution
• Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
• Identify risks and issues and support mitigation, coordinating with partners as needed
• Collaborate with cross‑functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control execution
• Deliver ongoing training to refresh partner understanding and share improvements
• Participate in support for evaluations of the process by lines of defense
• Create and maintain process documentation, including procedures
• Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
• Perform other duties as assigned

Required Experience

• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform

Desired Experience

• Strong collaboration and relationship building skills
• Strong risk, issue and control management skills
• Superb written communication skills, with a keen eye for detail
• Proven ability to quickly learn and understand complex subject matter
• Self‑starter with ability to handle multiple assignments simultaneously

Skills

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Prioritization
• Recording/Organizing Information

Shift

1st shift (United States of America)

Hours Per Week

40

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management and Manufacturing

Industries

Banking