ServiceNow Lead

Primary Responsibilities

• Leverages technical knowledge to support the business line leadership vision and plans in conjunction with Marketing, Compliance, Technology, Risk management and related functions.
• Leads Troubleshooting (fields incoming incidents) enterprise applications for internal customers to isolate and diagnose problems.
• Performs hands-on fixes including configuring systems and applications in accordance with third party vendor documentation.
• Works directly with Heartland Business Leaders to ensure application availability and change requests are documented with requirements, prioritized, tested, and completed in a timely manner.
• Adheres to department standards for Change and Incident Management. Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Guides the Communications of application problems, incidents, and issues to key stakeholders, including management, end users, business leaders, and third-party vendors.
• Works independently on more complex projects and processes.
• Tests, fixes, and performs post-resolution follow-ups to ensure problems have been adequately resolved.
• Researches, evaluates, and recommends potential software solutions and enhancements, including off-the-shelf and open source components, to ensure that they meet business requirements.
• Creates or assists others in writing end-user documentation, instructions and procedures to be used for training to use new of modified software.
• Assists the Business Systems Product Managers with merger conversions of applications.
• Works closely with vendors and internal team members to implement new features as they become available or are requested by the business lines.
• Provides support for the testing of new and existing enterprise software application under development or consideration.
• Serves as contact person for audits and related examinations. Monitors, implements and follows exam findings to completion.
• Conducts annual vendor and security reviews as directed by management.
• Trains junior Business Systems Administrators.
• Utilizes expertise to proactively identify areas for operational efficiencies and design / articulate a means for process improvement.
• Leads HTLF Business Recovery plan and actively participates with testing of plan.
• Participates in long term strategy planning to advance HTLF systems / applications.
• Works closely with business lines to find, review, and analyze vendor capabilities from a technical perspective.
• Develops relationships with key vendors to stay abreast of strategic direction for vendor products.
• Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.

Qualifications

• Bachelors Computer Science preferred or related field; or equivalent experience required
• 7-10 years experience as a Systems Analyst, Developer, or Applications Administrator required
• Proven experience with troubleshooting principles, methodologies and issue resolution techniques
• Broad knowledge of programming languages and techniques
• Understanding of API and SSO integrations
• Experience in testing processes, change management, and vendor management
• Experience in data mapping, system conversions, systems integration and software development
• Proven ability to work in fast paced environment and meet project deadlines
• Strong customer service experience and advanced analytical and problem-solving skills
• Ability to work well individually and in a team environment

Scheduled Weekly Hours :

Time Type : Full time

Full time

The targeted salary for this role is :

$116,954.00 - $152,040.00