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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading enterprise infrastructure transformation programs, with a strong focus on ServiceNow CSDM, governance frameworks, and service ownership. Proven ability to drive organizational change, develop metrics, and manage complex infrastructure projects while ensuring compliance with regulatory standards.
Highest-signal resume keywords
ServiceNow CSDM ImplementationGovernance Framework DevelopmentInfrastructure EngineeringOrganizational Change ManagementAutomation and AIOps
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Enterprise Infrastructure TechnologiesCloud ComputingNetwork ManagementDatabase ManagementService MappingCMDB GovernanceMetrics and KPIs DefinitionAutomation TechniquesTroubleshooting Infrastructure IssuesRegulatory Compliance
Soft Skills
Analytical SkillsProblem-SolvingFacilitation SkillsDecision-MakingCommunication Skills
Tools & Technologies
ServiceNowAIOps PlatformsObservability ToolsInfrastructure Technology Platforms
Industry Keywords
BankingFinancial ServicesRegulated IndustriesOperational ResilienceAudit Compliance
Tech Stack
Tools & technologiesCloudServiceNow
About the role
Key responsibilities & impact- Lead Truist’s enterprise Service-Aware Organization transformation program
- Own the SAO strategy, roadmap, governance framework, and execution plan
- Drive adoption and maturity of ServiceNow CSDM across business services, application services, technical services, and configuration items
- Establish service ownership standards, stewardship practices, and accountability models
- Partner with service owners, application teams, infrastructure teams, and platform engineering leaders to manage service relationships and dependencies
- Collaborate with Enterprise Architecture, Operational Resilience, Risk Management, Audit, and Technology Governance organizations
- Establish SAO metrics, KPIs, maturity assessments, and executive reporting
- Identify opportunities involving automation, AI, AIOps, discovery, and observability
- Lead organizational change management, stakeholder engagement, communications, and training
- Facilitate cross-functional governance forums and working groups
- Develop executive presentations, business cases, status reports, maturity assessments, and governance updates
- Serve as subject matter expert for SAO, CSDM, service mapping, CMDB governance, and service ownership
- Mentor teammates and guide service-aware operating model implementation and ServiceNow best practices
- Design, build, manage, and implement enterprise infrastructure technology platforms and systems
- Develop automation, monitoring, and optimization techniques for infrastructure availability and performance
- Manage large infrastructure projects and programs
- Troubleshoot complex infrastructure performance and reliability issues
- Ensure compliance with technology strategies, standards, governance, and regulatory requirements
- Review infrastructure designs, configurations, and procedures
- Provide technical guidance, training, and direction to infrastructure teams and technical professionals
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Engineering, Information Systems, a related field, or equivalent education, training, and work-related experience
- Minimum of 7 years of professional experience in infrastructure engineering
- Advanced knowledge of enterprise infrastructure technologies, including cloud, network, database, storage, platform, computing, and middleware
- Experience leading complex, cross-functional enterprise programs without direct management authority
- Experience developing governance frameworks, operating models, standards, and enterprise adoption strategies
- Ability to influence technology and business leaders to drive organizational change and adoption
- Strong analytical, problem-solving, facilitation, and decision-making skills
- Excellent written, verbal, and executive-level communication skills
- Experience defining metrics, KPIs, maturity models, and executive reporting for technology programs
- Ability to manage competing priorities and deliver results in a fast-paced environment
- Direct experience implementing ServiceNow CSDM, CMDB, Discovery, Service Mapping, Discovery Patterns, or Service Graph solutions
- Experience leading SAO, Operational Resilience, Service Registry, or Service Ownership initiatives
- Experience leveraging automation, AI, AIOps, observability, or analytics platforms
- Experience supporting audit, compliance, operational resilience, or regulatory programs within highly regulated industries
- Banking, financial services, or other regulated-industry experience
- English language fluency required
- Must not require employer sponsorship or immigration-related support for work authorization
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Accidental death and dismemberment coverage
- Tax-preferred savings accounts
- 401k plan
- At least 10 days of vacation during the first year, 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
- Reasonable accommodations for applicants with disabilities