Job Details

Overview

This is a remote role that may only be hired in the following location(s): North Carolina.

This senior-level position is the technical owner and oversees the development, maintenance, and enhancement efforts for the ServiceNow Human Resources Service Delivery (HRSD) application and related modules.

Performs at the highest level of service complexity in support of system operations, performance, and usage. Effectively consults with the business to understand functional requirements, translates those into technical specifications, and develops advanced solutions and specifications to deliver effective solutions. Serves as a resource to wider business units or associates and provides a leadership role for less experienced analysts.

Responsibilities

• Technical Ownership - Provides oversight to the development and testing teams. Supports business-as-usual efforts in addition to projects. Ensure user stories are appropriately refined and sized for inclusion in appropriate Sprints. Ensures development and testing efforts remain on time according to schedule. Liaises with technical teams throughout the Bank to ensure compliance with Bank standards and processes.
• Identifying Requirements - Effectively consults with the business to determines system requirements and communicates them using specifications, reports, project plans, or other forms of documentation. Determines and resolves complex factors that affect system processes. Ensures compliance through monitoring and analysis.
• System Support - Provides expert technical support for ServiceNow HRSD by responding to inquiries, ensuring processes run smoothly, and working to continuously improve the end-user experience. Handles escalated and complex support issues. Develop and implements modifications and enhancements. Serves as an analytics resource to wider organization or business units, offering expertise on systems and data output.
• Reporting - Enables strategic insight into business systems through reports to senior management. Evaluates systems based on data analysis, user input, and extensive testing. Conveys patterns, problems, and areas of improvement, and develops process enhancements based on results.

Qualifications

Bachelor's Degree and 6 years of experience in Systems Support, or Analytics, or Operational Support

OR

High School Diploma or GED and 10 years of experience in Systems Support, or Analytics, or Operational Support

Preferred Qualifications:

• 5 years of previous experience supporting the ServiceNow HRSD application in a technical or system administrator capacity
• Previous experience informally leading others
• Previous experience as technical owner of an application
• Excellent interpersonal and communication skills, including the ability to effectively work with both functional and technical teams
• Excellent time management and organizational skills
• Experience working in Agile light environment

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Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at