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Regular or Temporary:

Language Fluency: English (Required)

Work Shift:

Please review the following job description:

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.

Primary Roles & Responsibilities

1.Owns the ServiceNow platform strategy roadmap and architecture to support business needs and digital transformation goals.

2. Leads the design configuration implementation and ongoing enhancement of ServiceNow modules (e.g. ITSM ITOM HRSD CSM GRC).

3. Publishes best practices and educates stakeholders on ServiceNow capabilities governance and usage.

4. Defines and manages training certification and career paths for ServiceNow team members.

5. Evaluates new ServiceNow features releases and integrations; recommends adoption of new capabilities.

6. Ensures platform stability performance and scalability through proactive monitoring and capacity planning.

7. Manages platform upgrades patching and lifecycle maintenance to minimize technical debt and ensure compliance.

8. Enables self-service and automation for business units through workflow development and catalog management.

9. Drives continuous improvement of ServiceNow processes and service capabilitiesfocus on efficiency user experience and cost optimization.

10. Maintains dashboards and reporting for platform health usage and service levels.

11. Partners with business and IT teams to identify unmet needs and deliver ServiceNow-based solutions.

12. Develops and manages platform budget licensing and vendor relationships.

13. Serves as the primary point of contact for ServiceNow-related initiatives communications and escalations.

14. Ensures platform security data integrity and compliance with internal policies and external regulations.

15. Provides escalated technical support and troubleshooting for ServiceNow issues.

16. Leads or supports special projects integrations and process automation initiatives.

17. Manages ServiceNow documentation including platform standards procedures and operations manuals.

18. Willingness and ability to travel as required (typically 10% to 15%).

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.
1. Bachelors degree and ten to twenty-five years related experience or equivalent combination.
2. Managed Technology or Technology Process Teams for more than ten years or teams of thirty or more technologists.
3. Excellent knowledge of technical management and data governance.
4. Knowledge of current trends in IT hardware and systems software field.
5. Database management skills with the ability to produce reports.
6. Familiarity with the support and troubleshooting of personal computers and tablet devices.
7. Analyze situations evaluate alternatives and implement robust solutions
8. Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
9. Duties may require non-routine analysis research and follow-through
10. The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
11. The ability to make commitments and be willing to be held accountable against them organizing workloads to meet deadlines
12. Exhibit adaptability to accept or bring about change when needed
13. Strong written and verbal communication skills
14. The ability to excel in a team environment and advance overall team objectives
15. The ability to ensure customer satisfaction by delivering excellence in products and service
16. Ability to work and communicate with peers vendors internal staff including software program leadership and others
17. Consistently demonstrate professional positive and approachable attitude demeanor and discretion
18. Demonstrate sensitivity in handling confidential information
19. Formulate and clearly communicate ideas to others
20. Fluency in English
21. Financial responsibility may include working within a budget to complete projects negotiating and contracting with vendors and assisting with budget development
22. Purchase equipment and supplies as provided for in the budget
23. Ability to manage personnel with little supervision

Preferred Qualifications:

3 years managing ServiceNow platforms or similar enterprise applications. Proven experience leading ServiceNow implementations upgrades and module deployments.

Strong knowledge of ServiceNow architecture modules and best practices. Experience with ITSM ITOM HRSD CSM GRC and/or other ServiceNow modules.

Excellent technical management data governance and process optimization skills.

Ability to analyze business requirements and translate them into ServiceNow solutions.

ServiceNow Certified System Administrator (CSA) or higher certifications (e.g. CIS CAD CSM).

Experience with ServiceNow integrations (REST SOAP APIs) and scripting (JavaScript Glide).

Familiarity with ITIL Agile and DevOps practices. Experience with platform security compliance and audit processes.

Training ability and experience mentoring ServiceNow team members.

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 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 Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists 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.

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