ServiceNow Governance Lead Position Available In Mecklenburg, North Carolina

ServiceNow Governance Lead Plano, Texas;Richmond, Virginia; Chandler, Arizona; Charlotte, North Carolina; Chicago, Illinois; Kennesaw, Georgia

• 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, improving, and overseeing next generation IT Service Management (ITSM) 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.

• Job Description:

• The
• ServiceNow Governance Lead
• is a key role within the ServiceNow Core Platform Center of Excellence team.

This net new role in the organization will ensure that risk is managed in an optimized and effective way. The primary areas of governance work will cover creation and management of all ServiceNow processes to ensure efficiency and management of the ServiceNow Platform. This job is responsible for leading and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include executing LOB or ECF processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out actions plans and milestones.

• Responsibilities:

• + Create and operate a governance framework encompassing ServiceNow Core Platform processes + Assess the ITSM processes against governance framework and global process management expectations + Create, maintain and/or improve processes, as needed + Perform process control effectiveness periodically, identifying gaps and opportunities + Drive design improvements on flows, procedures, performance indicators, and operational metrics + Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards + Performs monitoring and testing of controls, identifying issues and control improvements for remediation + Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts + Manages the performance and productivity of team members that conduct quality inspection reviews + Ensures timely execution of QA activities including control execution, case management, and results reporting + Manages and reviews all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews + Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting •

Required Qualifications:

• + Minimum of 5 years of experience with the ServiceNow Platform + Minimum of 3 years of experience ServiceNow process design + Experience in operation and improvement of a governance framework in a large enterprise environment + Experience in managing governance councils, committees or other leadership bodies + Experience creating or improving policy, standard, and key indicator design + Self-starter with ability to handle multiple assignments simultaneously + Proven ability to quickly learn and understand complex subject matter •

Desired Qualifications:

• + Bachelor’s Degree in technology or related field + Superb written communication skills, with a keen eye for detail

• Skills:

• + Controls Management + Oral Communications + Risk Management + Stakeholder Management + Continuous Improvement + Drives Engagement + Influence + Strategic Thinking + Data and Trend Analysis + Decision Making + Monitoring, Surveillance, and Testing + Problem Solving + Quality Assurance

• Shift:

• 1st shift (United States of America)

• Hours Per Week:

• 40 Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws.

The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the “Know your Rights” poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . 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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.