Lead ServiceNow Technology Business Services Consultant Military Spouse Homefront Heroes Hiring Program (HHH)

About this role:

Wells Fargo has committed to hire military spouses/domestic partners of actively serving military personnel and is seeking a ServiceNow Lead Technology Business Systems Consultant.

The Homefront Heroes Hiring (HHH) Program is designed to attract and hire spouses and domestic partners of actively serving military personnel to career opportunities through a military spouse-specific virtual hiring event and onboarding program.

The HHH Program is a direct hire program for talented individuals seeking careers in Consumer Lending Consumer Small Business Banking Human Resources Technology and Wealth Investment Management. Learn more about our program: HHH Program

In this role you will:

Business Analysis & Solution Delivery

• Lead endtoend ServiceNow business analysis for Service Desk and Field Technology workflows.
• Gather and document requirements; translate them into user stories process flows and acceptance criteria.
• Ensure requirements align with architecture and platform standards.
• Lead functional activities across design build testing UAT and deployment.
• Validate deliverables and support automated/regression testing.

IT Service Desk & Field Services Enablement

• Serve as SME for Service Desk and Field Technology operations SLAs/OLAs lifecycle processes and agent experience.
• Design and enhance ServiceNow workflows and AI/automation to improve FCR MTTR and ticket quality.
• Identify shiftleft selfservice and automation opportunities.
• Support operational readiness training and adoption for agents and technicians.

ServiceNow & ITIL Expertise

• Apply ITIL practices across core ITSM processes.
• Provide functional guidance for workflows catalog items SLAs dashboards and knowledge content.
• Support upgrades enhancements and continuous improvement.
• Drive efficiency by reducing manual steps and process gaps.
• Experience with Virtual Agent Now Assist Portal Workspaces CSAT/DSAT Catalog AI Search and Performance Analytics.

Leadership & Team Enablement

• Mentor Business Analysts and ensure highquality requirements.
• Review analysis deliverables for clarity and alignment.
• Promote Agile best practices and support product owners on ServiceNow capabilities.

Stakeholder Communication

• Facilitate workshops design reviews and readiness sessions.
• Communicate complex concepts clearly across technical and business audiences.
• Manage dependencies risks and scope proactively.

Analytical Thinking

• Analyze operational data to identify trends root causes and improvements.
• Partner with engineering teams to resolve issues and ensure sustainable solutions.

Required Qualifications

• 5 years of Business Systems Data and Business Systems Designing experience or equivalent demonstrated through one or a combination of the following: work experience training military experience education
• 4 years supporting ServiceNow platforms in enterprise environments.

Desired Qualifications

• Proven experience working in Agile / Scrum delivery models.
• Hands on experience with JIRA for story management backlog grooming and sprint execution.
• Demonstrated experience leading or mentoring other Business Analysts.
• Strong working knowledge of ServiceNow platform architecture and core modules.
• Solid understanding of ITIL processes and service management frameworks.
• Ability to read and interpret technical designs integration patterns and data models.
• Experience working closely with developers architects and platform administrators.
• Collaborative leader with a proactive solution focused mindset.
• ServiceNow Certified System Administrator (CSA) and CIS.
• ITIL Foundation or higher certification.
• AI Foundation certification.
• Strong knowledge of IT Service Desk operations including Tier 13 support models incident/request lifecycle management knowledge management SLAs and user experience optimization.
• Strong understanding of Field Technology Services (FTS) operations including enduser computing support device lifecycle management onsite support models dispatch processes and integration with ServiceNow ITSM workflows.
• Experience partnering with Service Desk and Field Support teams to design optimize and automate operational processes within ServiceNow.
• Experience with ServiceNow integrations reporting performance analytics or CMDB governance.
• Prior experience supporting largescale digital transformation initiatives.
• Excellent written verbal and presentation communication skills.
• Highly self motivated goal oriented and outcome driven.
• Strong organizational skills with the ability to manage multiple priorities.
• Comfortable operating in fast paced ambiguous environments.

Job Expectations:

• HHH Program Hires are expected to attend and participate in the Military Spouse Homefront Heroes Orientation and Onboarding Experience.
• Ability to work on-site at approved location listed
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Job Locations:

• Dallas TX;
• Candidates living outside of the above locations may be asked to produce a copy of military orders including applicant to be considered for remote or alternate locations.

#HHHProgram

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit Market Financial Crimes Operational Regulatory Compliance) which includes effectively following and adhering to applicable Wells Fargo policies and procedures appropriately fulfilling risk and compliance obligations timely and effective escalation and remediation of issues and making sound risk decisions. There is emphasis on proactive monitoring governance risk identification and escalation as well as making sound risk decisions commensurate with the business units risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates including women persons with disabilities aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process visitDisability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.