Technical Engineer - ServiceNow

This role offers a hybrid work schedule

At M&T Tech, we're a team of makers, doers, and builders, working to create the most advanced technology solutions in banking. We're not your stereotypical suit and tie bankers: we're an innovative team of leading tech experts, pushing boundaries, and taking risks. We're building an agile team of the most skilled and creative workers to solve complex problems, architect solutions, write high-performance software, and chart our new path, all to make the lives of our customers, and the communities that we serve, better. Join us and be part of something new as we build tomorrow's bank, today.

Overview:

Responsibilities involve designing, implementing, and maintaining ServiceNow Platform Analytics and Reporting solutions to drive strategic and accurate decision making, with a focus on CMDB performance health and KPI/Metrics.

Primary Responsibilities:

Design and implement advanced Platform Analytics solutions including custom reports, visualizations and interactive dashboards within ServiceNow

Create and maintain various types of ServiceNow performance indicators, breakdowns, targets, widgets and dashboards, as specified by business partners and other related teams

Create/modify scripts and database views for use in analytics

Collaborate with stakeholders and other technological teams to understand and document their needs and requirements.

Identify and manage opportunities for analytics improvement initiatives

Establish and maintain a platform-wide governance framework for ServiceNow Platform Analytics

Ensure the technical environment for dashboards are available and functioning as needed (i.e., appropriate Report Sources or Database Views)

Mentor the organization of Platform Analytics services, concepts, policies, and procedures, including training for applicable groups

Ensure the accuracy and completeness of CMDB data, addressing errors and identifying root causes and assist in developing solutions with engineering staff.

Identify opportunities for process improvement and automation within the CMDB and related processes.

Assist in documenting CMDB processes when needed as well as providing training to other technical staff and management

Adhere to M&T internal control standards, including participation of internal and external audit points together with any issues raised by external regulators as applicable.

Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.

Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.

Promote an environment that supports diversity and reflects the M&T Bank brand.

Education and Experience Required:

Combined minimum of 6 years' higher education and/or work experience in systems design, management and/or architecture

ServiceNow experience with Platform Analytics including custom reports, visualizations, performance indicators, widgets and dashboards

ServiceNow experience with scripting and database views

ServiceNow CMDB/ITAM hands-on experience

Experience in requirements gathering directly with stakeholders.

Completed ServiceNow training in System Administrator/Platform Analytics/Discovery/HAM/SAM

Education and Experience Preferred:

Bachelor's degree in Computer Science or Computer Engineering

Minimum 4 years' professional experience in a technical engineering position involving infrastructure design technologies, data management and interchange, system design and/or development for complex applications

Ability to translate complex business and functional requirements into structured high-quality implementations using any variety of industry standard approaches

Advanced technical and analytical skills

Advanced problem solving and troubleshooting skills, including identification of root causes

Advanced knowledge and advanced expertise in industry and/or vendor technologies

Able to solicit, gather, document, and analyze system specifications and requirements

Ability to work independently and collaboratively with others in a team environment

Ability to use effective facilitation skills and techniques to elicit and review requirements from a diverse range of stakeholders and group size

Understanding of how supported technologies interact with other systems and services

Excellent written and verbal communication skills

Effective influencing skills

Process-oriented, adaptable, logical thinker

Able to learn independently and quickly in a rapid pace environment

Knowledge of ServiceNow development techniques and JavaScript

Knowledge of the ServiceNow CMDB processes and functions, including Discovery and HAM/SAM

Experience with data modeling, metrics, KPI and KRI

Understanding of data visualization principles (effective charts and story telling with data)

Familiarity of agile principles a plus

Strong understanding of ServiceNow CMDB concepts, ITIL processes, and automation technologies

Experience with other BI tools a plus

Completed ServiceNow training in System Administrator/Platform Analytics/Discovery/HAM/SAM

We support our team members with generous benefits.

Competitive compensation

Health, welfare, and retirement benefits

401(k) match at 5%

Work-life balance and flexible work arrangements

Banking Officers start with 25 days PTO plus 12 paid holidays

40 hours paid volunteer hours per year

Much more. For details, see: M&T Benefits Overview (

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $93,581.10 - $155,968.51 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.