Senior Manager – ServiceNow Platform

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Proposition

Lead the ServiceNow platform team developers within FCI and ensure adherence to Bank policies and reliability/scalability of operations.

Partner with technical teams across multiple geographies to lead projects and implementations solutions within the ServiceNow platform.

Serve as an escalation point for developers and end-users for FCI operations while partnering with platform owner and manager, as appropriate.

Job Details

Position Title: Senior Manager – Service Now Platform

Career Level:  L2

Job Category: AVP

Role Type: Hybrid

Job Location: Bengaluru, India

About the Team:

The Senior Manager of the ServiceNow Platform is responsible for representing the ServiceNow platform within FCI and providing oversight of the ServiceNow developers and operations. The individual will partner with the ServiceNow Platform Owner and Manager as required to ensure geographic and chronologic continuity.

Impact:

This position leads the ServiceNow platform team within FCI. Serves as a technical resource in project planning, project management, problem resolution, and production support. This position is responsible for leading a team of ServiceNow developers and providing oversight into ServiceNow operations within the GDC.  Represent the ServiceNow platform team where applicable to present technical solutions.  Serves as the team lead for assigned projects and initiatives. Performs activities fitting to area of expertise, which may include designing network or internet infrastructure, creating, and implementing an enterprise management system, providing appropriate technical recommendations, tuning databases and applications, and data management.

Key Deliverables:

• Leadership – Provides oversight of daily operations of the GDC ServiceNow platform team and serves as the primary escalation point for ServiceNow developers within the GDC. Partner as appropriate with ServiceNow Platform Owner and Manager to ensure alignment.

• Stakeholder Collaboration: Coordinate with various stakeholders, including IT teams, security teams, and application owners, to ensure smooth and effective deployments and execution
• Consultation - Provides consultative direction and technical advice relating to the Bank’s operating systems, software, and hardware infrastructure. Supports all areas of Technology and Operations. Leads strategic designs, initiatives, and contributes to the analysis of new and existing Bank technologies.
• Technical Support - Leads new initiatives for the ServiceNow platform which includes spanning hardware platforms, operating systems, and database management systems. Coordinates communication and application and data integration methods for new technologies. Performs planning and documentation throughout support activities. Leads processes related to strategic designs and implementations, backup, recovery, data security, and other disaster recovery functions. Resolves complex technical problems and failures and automates tasks for improved efficiencies.
• Project Leadership - Leads assigned technical projects ensuring accurate, timely, and quality delivery of project objectives. Guides the development and execution of project tasks.
• Technical Expertise - Maintains a strong knowledge base to effectively create and maintain strategic technology plans and to direct stakeholders on technical matters. Communicates effective and clear technical information across platforms.
• Team Mentoring and Development: Conduct surveys, feedback sessions, and discussions with employees to understand their specific training needs and manage associate developments to help employees achieve them.

Skills and Qualification (Functional and Technical Skills)

• Bachelor’s degree in Computer Science, Information Security, or equivalent work experience
• Minimum 12+ years of IT operation or infrastructure experience, including significant experience in a leadership role.
• Strong knowledge of ServiceNow Platform and enterprise infrastructure.
• Hands-on experience with ServiceNow configuration and design (ITSM, ITOM, CSM, HR, etc.)
• Excellent leadership and communication management skills.
• ITIL Certificate is Mandate and ServiceNow Certified Administrator are a plus.
• Must possess excellent written and verbal communication skills.
• Must have experience working within an enterprise level organization with complex infrastructures.
• Must have 8+ or more years of experience with the design, development, administration and support of the ServiceNow platform.
• 5 or more years of experience with JavaScript, CSS, HTML, and Web Service APIs.
• Must have 5 or more years of experience working with ServiceNow Configuration Management Databases (CMDB).

Relationships & Collaboration

• Ensure great Partnership with Bank counterparts across multiple geographies.
• Flexible to adjust work scheduled including evening, weekend; as per Org need.
• Collaborate with Business wherever necessary.

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.