ServiceNow Knowledge Process Analyst

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. The ServiceNow Knowledge Process Analyst is a key role within the Technology Service Management Office, responsible for managing day-to-day governance, operations and continual improvement for technology request management and technology knowledge management within the scope of those capabilities on the ServiceNow platform.

Requirements

• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform

Benefits

• industry-leading benefits
• paid time off
• resources and support to employees