ServiceNow Governance Lead

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

Pay Transparency details

US - IL - Chicago - 540 W Madison St - Bank Of America Plaza (IL4540)

Pay and benefits information

Pay range

$120,000.00 - $175,700.00 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.

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