Position Overview

At PNC our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected valued and have an opportunity to contribute to the companys success. As a Lead Software Engineer within PNCs Data and Automation Technology organization you will be based in Pittsburgh PA Strongsville OH Dallas TX Birmingham AL Lakewood CO or Phoenix AZ.

We are seeking a Lead Software Engineer to own and evolve ServiceNowdriven change incident and problem management processes supporting complex technology platforms. This role emphasizes governance operational discipline and continuous improvement across enterprise change management with ServiceNow serving as the system of record. The candidate will partner closely with engineering and platform teams to ensure changes are reviewed approved and implemented in a controlled manner to protect platform stability and business outcomes.

Key Responsibilities

ServiceNow Ownership & Governance
Act as the functional and technical lead for ServiceNow Change Incident and Problem Management processes
Ensure consistent and compliant use of ServiceNow across engineering and platform teams
Configure enhance and optimize workflows approvals forms and integrations as needed

Change Management Lifecycle
Manage the full change lifecycle through ServiceNow including:
o Change reviews
o Risk and impact assessment
o Approval workflows and CAB facilitation
o Implementation scheduling and coordination
o Change validation and formal closure
Ensure all changes meet documentation approval and audit requirements

Incident & Problem Management
Oversee incident triage and problem investigation using ServiceNow
Lead or review root cause analysis (RCA) for incidents and failed changes
Ensure problem records include actionable remediation and prevention plans
Track recurring issues and systemic risks across platforms

Metrics Risk & Continuous Improvement
Define and monitor operational metrics using ServiceNow reporting and dashboards:
o Change success rate
o Failed change and incident trends
o Risk scoring and mitigation effectiveness
Identify process gaps and drive process improvement initiatives
Partner with audit risk and compliance teams as needed

Collaboration & Communication
Collaborate with engineering platform infrastructure and business stakeholders
Translate technical events into clear operational and businessfocused communication
Facilitate decisionmaking discussions for highvisibility or highrisk changes
Provide guidance and coaching to teams on effective ServiceNow usage

Qualifications & Experience
Deep handson experience with ServiceNow specifically:
o Change Management
o Incident Management
o Problem Management
Proven experience managing enterprise change management processes
Strong background in root cause analysis and risk assessment
Experience working with production systems and release governance
Change types (standard normal expedited emergency)
Reporting dashboards and metrics
Data quality audit readiness and controls
Experience partnering with ServiceNow administrators or development teams

Technical & Platform Background
ServiceNow ITSM modules (Change Incident Problem)
CI/CD and release processes
Monitoring and alerting tools
Familiarity with cloud and platform environments
Exposure to MLOps data platforms or AI systems
Compliance or regulated environments

Professional & Behavioral Competencies
Strong collaboration and communication skills
Ability to influence without authority
Solid business analysis mindset (impact tradeoffs risk)
Comfortable operating in ambiguous or fastpaced environments
Processoriented with a continuous improvement mindset

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Creates and leads the technical design and development of software solutions.
• Proposes & designs software solutions to address complex business needs. Prepares technical and procedural documentation required.
• Facilitates complex problem resolution.
• Provides technical guidance and support to colleagues. Reviews coding testing and documentation of software.
• Applies modern principles methodologies and tools to advance business initiatives and capabilities.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNCs Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge skills and abilities for a role. Listed below are skills competencies work experience education and required certifications/licensures needed to be successful in this position.

Preferred Skills

Application Development Business Management CI/CD Customer Solutions Design Group Problem Solving IT Process Improvement Machine Learning Operations Process Improvements Release Management ServiceNow Platform Software Solutions User Experience (UX) Design

Competencies

Application Delivery Process Application Design Architecture Application Development Tools Application Testing Packaged Application Integration System Development Life Cycle Technical Troubleshooting

Work Experience

Roles at this level typically require a university / college degree with 3 years of relevant / direct industry experience. Certifications are often lieu of a degree a comparable combination of education job specific certification(s) and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $55000.00 $158700.00

Salaries may vary based on geographic location market data and on individual skills experience and education. This role is incentive eligible with the payment based upon company business and/or individual performance.

Application Window

Generally this opening is expected to be posted for two business days from 04/29/2026 although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature) dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption surrogacy and doula reimbursement; educational assistance including select programs fully paid; a robust wellness program with financial incentives.

In addition PNC generally provides the following paid time off depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year unless otherwise required by law; between 15 to 25 vacation days each year depending on career level; and years of service.

To learn more about these and other programs including benefits for full time and part-time employees visit.

Disability Accommodations Statement

If an accommodation is required to participate in the application process please contact us via email at . Please include accommodation request in the subject line title and be sure to include your name the job ID and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call and say Workday for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race color sex religion national origin age sexual orientation gender identity disability veteran status or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and for any registered role the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA) which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.