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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management (ITSM) and ServiceNow, with a strong focus on automation, process improvement, and operational support. Capable of translating complex requirements into effective workflows and ensuring compliance with standards and controls.
Highest-signal resume keywords
IT Service ManagementServiceNow ITSMAutomation and ReportingProcess Analysis and ImprovementTechnical Guidance
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Design and implement automated capabilities across ITSM capabilities
- Translate ITSM control requirements into engineered ServiceNow workflows, integrations, data-quality rules, telemetry, dashboards, and AI-enabled automation
- Establish reusable technical patterns that improve lifecycle visibility, automate evidence and reporting, reduce manual processing, and strengthen ITSM control sustainability
- Work with platform engineers, product owners, data owners, and process leads to convert modernization requirements into deployable platform capabilities
- Define acceptance criteria, instrumentation, and measurable operational outcomes
- Act as a team lead for daily operations and provide advanced technical guidance
- Review the work of junior teammates
- Serve as the primary escalation point for complex operational incidents
- Deliver advanced operational support for platforms, systems, and infrastructure
- Identify operational gaps and recurring issues and recommend improvements
- Coordinate with cross-functional teams on maintenance, upgrades, and service activities
- Oversee system monitoring, validate triage accuracy, and ensure timely escalation
- Document incidents, workarounds, and solutions
- Reinforce compliance with approved standards, controls, and security requirements
Requirements
What you’ll need- High school diploma or equivalent
- 5+ years of experience in technology operations or enterprise technical support
- Broad knowledge of operational systems, infrastructure components, and enterprise technology environments
- Demonstrated ability to troubleshoot non-routine issues and provide guidance to lower-level teammates
- English language fluency required
- Must be authorized to work in the United States; Truist will not sponsor work visas or employment authorization
- Strong IT service management and Technology Change Management experience
- Practical ServiceNow ITSM knowledge
- Experience translating policy and controls into workflow requirements
- Automation, reporting, data analysis, or low-code development experience
- Understanding of approvals, CAB governance, restriction periods, emergency changes, and unauthorized change monitoring
- Ability to write requirements, user stories, acceptance criteria, and process flows
- Experience working with developers, platform teams, risk, audit, and process owners
- Technical depth to challenge solution designs without being the primary ServiceNow developer
- Experience with ServiceNow, Microsoft Power Platform, BI reporting, AI, and machine learning automation tools
- Experience with Process Analysis & Improvement
- Ability to analyze business processes and workflows to identify automation opportunities
- Ability to evaluate current-state processes and design future-state automated solutions
- Experience documenting business requirements, process maps, and technical specifications
- Ability to identify opportunities to reduce operational risk, improve quality, and increase efficiency
- Ability to lead process reengineering and continuous improvement initiatives
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Accidental death and dismemberment coverage
- Tax-preferred savings accounts
- 401(k) plan
- At least 10 days of vacation during the first year of employment, prorated
- 10 sick days, prorated
- Paid holidays
- Defined benefit pension plan, depending on position and division
- Restricted stock units, depending on position and division
- Deferred compensation plan, depending on position and division
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technology OperationsEnterprise Technical SupportTroubleshooting Non-Routine IssuesWorkflow Requirements TranslationBusiness Requirements DocumentationProcess MappingData AnalysisLow-Code DevelopmentContinuous Improvement InitiativesOperational Risk Reduction
Soft Skills
Team LeadershipCommunicationCollaborationProblem-SolvingGuidance to Junior Teammates
Tools & Technologies
ServiceNowMicrosoft Power PlatformBI ReportingAI Automation ToolsMachine Learning Automation
Industry Keywords
ITSM CapabilitiesChange ManagementCAB GovernanceOperational SystemsInfrastructure Components