About this role
This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office, in Raleigh, 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 https://jobs.firstcitizens.com/benefits.
Other facts
About First Citizens Bank
First Citizens Bank helps personal, business, commercial and wealth clients build financial strength that lasts. Headquartered in Raleigh, N.C., First Citizens has built a unique legacy of strength, stability and long-term thinking that has spanned generations. First Citizens offers an array of general banking services including a network of more than 500 branches and offices in 30 states; commercial banking expertise delivering best-in-class lending, leasing and other financial services coast to coast; innovation banking serving businesses at every stage; and a nationwide direct bank. Parent company First Citizens BancShares, Inc. (NASDAQ: FCNCA) is a top 20 U.S. financial institution with more than $200 billion in assets.
Visit firstcitizens.com or call toll-free 1.888.FC DIRECT (1.888.323.4732). First Citizens Bank. Forever First®. Member FDIC. Equal Housing Lender.
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What you'll do
- The Senior Business Systems Analyst oversees the development, maintenance, and enhancement of the ServiceNow HRSD application. They provide expert technical support, identify system requirements, and enable strategic insights through reporting.
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