Apply on Employer Site

BNY · 1 day ago

Service Management Product Specialist

Lake Mary, FL

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

BNY is a leading global financial services company influencing a significant portion of the world’s investible assets. The Service Management Product Specialist will provide expertise in ServiceNow capabilities, drive product management for Incident, Problem, and Change controls, and ensure compliance with ITIL best practices.

Financial Services

Responsibilities

Provide experienced knowledge with ServiceNow capabilities in the Incident, Problem, and Change modules

Drive Product Management for the Incident, Problem, and Change controls within ServiceNow

Present complex data reports and control information to Senior Management

Enforce existing KPIs to track effectiveness across modules

Implement and enforce governance policies, procedures, and standards for Incident, Problem, and Technical Change Management

Maintain audit-ready documentation of Incident, Problem, and Change activities

Ensure compliance with ITIL Change Management best practices

Monitor and report on Incident, Problem, and Change metrics

Provide reporting, guidance, and training to teams on governance of Incident, Problem, and Change

Collaborate with teams to ensure adherence to industry standards (ISO 27001, SCO, etc.)

Continuously improve processes for efficiency and effectiveness

Qualification

ServiceNowITIL processesIncident ManagementChange ManagementProblem ManagementGovernance best practicesAnalytical skillsCommunication skillsITIL CertificationServiceNow Certified AdministratorServiceNow Certified DeveloperFinancial services experience

Required

5+ years of experience acting as a business analyst working with enterprise application(s) supporting a large user base (10K+)

3+ years of technical knowledge of the ServiceNow Platform with a strong focus on ITSM (incident, problem, change, request), CMDB/CSDM data models and understanding of ITIL processes (ITIL v3 or v4 knowledge)

Ability to articulate product strategy, roadmaps, and vision to senior leadership to reach consensus

Excellent communication skills and the ability to develop clear written materials including roadmaps, detailed business requirements, and test cases

Bachelor's degree in computer science or a related discipline or equivalent work experience required

10 - 12 years of application or infrastructure related experience required; experience in the securities or financial services industry is a plus

Strong knowledge of ITIL frameworks, change management processes, incident/problem processes, and governance best practices

8+ years of experience with the ITIL module within ServiceNow

Experience working with internal and external audit teams

Strong analytical and problem-solving skills

Excellent communication skills

Experience in regulated industries such as finance, healthcare, or government

ITIL Certification