BNY Mellon Careers

ServiceNow Support Lead (Principal Application Support Analyst)

Pittsburgh, Pennsylvania
Information Technology

Job Description

TECHNOLOGY SERVICES GROUP (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its customers have the most reliable, nimble, and cost-effective solutions in the financial services market place.


As part of TSG, our Production Services team is dedicated to ensuring that our technology environments are best in class. Our Production Services team runs the systems that keep BNY Mellon running.  Their mission is to deliver a full IT service management lifecycle across all run-the-bank applications and infrastructure support with the purpose of providing a controlled, secure, and predictable production environment.


Our team members use their technical skills and business knowledge to bring forth solutions that will take our company into the future.  If you are a collaborative continual learner with a global mindset and a desire to contribute to our company’s top priorities, this is the place for you.


The Production Services Organization has initiated a bank-wide process and tooling standardization program across IT Service Management including Incident, Problem & Change Mgmt. This highly visible and impactful position within the Service Management Office will lead support of the ServiceNow platform as well as other key tools in the SMO space. Working on a global team of process and tools experts, we aim to transform the firm’s capabilities and develop best in class solutions for the future.

Key responsibilities include:

  • Lead support of Service Management Office (SMO) tools including management of Incidents, Problems, Changes and Requests associated with the ServiceNow platform.
  • Manage weekly release cycles and application deployments by support staff.
  • Maintain 24x7 rotation schedules of support staff ensuring adequate coverage during all shifts.
  • Monitor and track SLA adherence driving for efficiencies on a routine basis through automation, continuous service improvement, etc.
  • Develop management dashboards showing stability of SMO tools.
  • Monitor support org financials and alignment to budgets.
  • Ensure infrastructure and software is maintained, patched and upgraded in a timely manner.

Principal Application Support Analyst->> Maintains and supports complex applications and their operating environments. Provides technical and/or business guidance to the SCM team as well as other groups. Ensures projects are meeting plans and objectives. Analyzes system requirements. Reviews and evaluates plans for major projects and initiatives to ensure they meet system needs. Coordinates the monitoring of major changes to applications and their operating environment. Analyzes any issues of high complexity. Standardizes the use of tools, technologies, and/or business expertise in relationship to testing approaches. Monitors and analyzes the effectiveness of the use of technology in QA processes. Structures activities based upon approved project methodologies. Collects and analyzes project data and produces progress reports. Ensures the availability of applications for the client as well as problem management and resolution. Contributes to the achievement of area objectives.


  • Bachelor's degree in computer science or a related discipline, or equivalent work experience is required, advanced degree is beneficial.
  • Ten to twelve (10-12) years of diverse experience in multiple areas of information technology is required.
  • Experience in the securities or financial services industry is a plus.
  • Four or more (4+) years of extensive technical and support knowledge of and certifications for the ServiceNow Platform including:  ServiceNow API's, MID Server, Basic to Advanced Scripting, ServiceNow Performance Tuning.

  • Experience and knowledge working and creating views with ServiceNow Performance Analytics.

  • Experience and knowledge working and creating views with ServiceNow Performance Analytics.

  • Previous management experience and support ownership of enterprise application(s) supporting 20K+ populations.

  • Experience with scripting languages such as JavaScript, Angular.js, Perl, Powershell.

  • Excellent communication skills and the ability to develop clear written materials in support of objectives.

  • Team player with the ability to lead discussions and initiatives with minimal oversight.

Preferred Qualifications:

  • ServiceNow Certification (updated to Kingston at least).

  • Knowledge of xMatters notification platform.

  • Good understanding of ITIL processes.

  • Ability to manage vendor relationships.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Pennsylvania-Pittsburgh
Internal Jobcode: 45193
Job: Information Technology
Organization: Technology Production Services-HR17024
Requisition Number: 1906332