ServiceNow Request Process Analyst

Job Description: At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! About the Team: The Global Technology Service Management function is a new team charted with designing, implementing, and managing next generation Service Management policies, processes, and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees. About the Role: The ServiceNow Request Process Analyst is a key role within the Technology Service Management Office, a group that enforces standardized governance methods across all ITSM processes. This net new role in the organization will manage day-to-day governance, operations and continual improvement for technology request management and technology knowledge management within the scope of those capabilities on the ServiceNow platform. In addition to managing the process day to day, this role will build and manage relationships with teams who execute the process to ensure their adherence and success. Key responsibilities: Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements Identify risks and issues and support mitigation, coordinating with partners as needed Collaborate with cross-functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control execution Deliver ongoing training to refresh partner understanding and share improvements Participate in support for evaluations of the process by lines of defense Create and maintain process documentation, including procedures Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation Perform other duties as assigned Required Experience: Minimum of 3 years of experience as a process manager for an IT Service Management process Minimum of 1 years of experience managing controls for an ITSM process Strong understanding of knowledge management and/or technology service request management Understanding of service catalog use, structure, and operation Understanding of ITSM portals ITIL v3 Foundation Certification Experience operating a process on the ServiceNow ITSM platform Desired Experience: Strong collaboration and relationship building skills Strong risk, issue and control management skills Superb written communication skills, with a keen eye for detail Proven ability to quickly learn and understand complex subject matter Self-starter with ability to handle multiple assignments simultaneously Skills: Controls Management Issue Management Monitoring, Surveillance, and Testing Quality Assurance Risk Management Analytical Thinking Attention to Detail Critical Thinking Problem Solving Written Communications Prioritization Recording/Organizing Information Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US – IL – Chicago – 540 W Madison St – Bank Of America Plaza (IL4540) Pay and benefits information Pay range $87,000.00 – $146,000.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe. Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency