ServiceNow Platform Operations Lead

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Lead the Operations and Support Team for 5/3 Bank's ServiceNow Platform. This includes both maintaining the existing platform as well as helping to define the strategy and planning for continued growth and expansion. This includes overseeing and being responsible for many tasks and functions necessary for the health of a best-in-class platform such as System Performance Monitoring, Security, License Management, Release Management, Clone Downs, Environment Management, Upgrades, Integrations, Incident Management, Audits, DR testing, etc.

This Platform Lead is responsible for both daily run the shop work as well as strategic work on things such as determining if we should add another ServiceNow Instance and if so, how should it be configured and integrated with our existing instance. The Platform Lead is also responsible for Platform level processes, documentation and continual improvement so that our ServiceNow program grows stronger and more robust over time.

There is a team of contractors who perform the actual work per the guidance and direction of the Platform Lead. The Platform Lead will be responsible for ensuring that this team is performing at a high level against well-defined processes, metrics and SLAs. The Platform Lead will also be responsible for recruiting new team members as well as releasing under-performers.

It is expected that the Platform Lead will stay up to date with the latest ServiceNow developments including new and deprecated functionality in each release, ongoing training and keeping up with Certifications. Additionally, the Platform Lead should proactively advise when new features are available that can help us more easily achieve our objectives.

The Platform Lead is the Product Owner of the ServiceNow Operations and Support Agile team and as a result will have Agile responsibilities as well. This includes participating in SAFE (Scaled Agile Framework) and Agile ceremonies such as Sprint Planning, Sprint Reviews, Demos and Retrospectives as required by the 5/3 Agile Center.

Strong communication skills are a must as the Platform Lead will be expected to collaborate extensively with their own team, the other ServiceNow Agile teams, and many departments across the bank such as Information Security, Infrastructure, our ITSM Process Leads, Audit, Risk, our ServiceNow Stakeholders and our User Community.

All employees are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank's risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain the health of performance of our ServiceNow Instances with the objective of being best in class for our users and providing a solid, dependable high performing platform for our developers to build solutions
• Ensure that the team completes required tasks at a high level of quality and completeness
• Keep our instance secure by adhering to all bank security standards as well as ServiceNow best practices, encrypting, masking and restricting access wherever appropriate to protect our instance
• Be the main liaison with ServiceNow Support for open tickets
• Perform ServiceNow upgrades in a timely fashion so that we stay on a supported version
• Monitor License usage and recommend additional purchases or license clean-up at least 2-3 months before we are forecasted to run out
• Manage software defects and either repair or route to the appropriate Agile team for resolution
• Stay abreast of upcoming changes and enhancements in vendor's software and how those changes will impact the business.
• Understand the business technology roadmap and make recommendations
• As a product owner ensure that user stories have enough specificity and clarity for the engineers to effectively achieve desired outcomes
• Implement and maintain new features and capabilities while continuously improving the quality of our technical products and services
• Follow industry and organizational best practices and standards, and participate in company communities of practice to continuously refine and communicate them. Contribute to a culture of continuous improvement.
• Achieve operational excellence by automating processes and creating maintainable, supportable, and testable solutions
• Provide operational support and troubleshooting for your team's products and services
• Provide coaching, mentoring, and training for new or less experienced team members

SUPERVISORY RESPONSIBILITIES: Yes, this position requires supervising contractors

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree in a relevant technology field or equivalent combination of education and work experience
• 8+ years of engineering or other IT work experience relevant to the position
• Service Certified System Administrator (CSA)
• Strong problem-solving and communication skills
• Leadership skills
• IT Operations skills

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.