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Lead Product Analyst, IT Service Management

Charlotte, North Carolina;Kennesaw, Georgia; Richmond, Virginia

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

About the Team:

The Global Technology Service Management function is a new team charted with designing, implementing and managing next generation Service Management policies, processes and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees.

Position Summary:

The **ITSM (IT Service Management) Lead Product Analyst** is a hands-on role where you will analyze high-level business requirements and translate them into technical specifications for our engineering team. In this role, you will work closely with both our business unit and technical product managers, DevOps engineering, architects, user experience, and cross-functional counterparts to develop high-level requirements that enable high quality products that delight our internal customers. They perform data-driven analysis and collaborate to understand their business processes to facilitate gathering insights to shape product design. The ITSM Product Analyst is responsible for extracting actionable insights from business requirements into development items for implementing ServiceNow at Bank of America.

Job Responsibilities:

+ Provide and lead analytical support to ITSM Product Owners or Product Managers engaged in the discovery, design, and delivery of implementing and operating the ServiceNow platform, namely Change, Incident, and Problem Mgmts.

+ Collaborate with the product team to offer insights and build reusable or ad hoc data views that influence product strategy, design, and development

+ Participate in the agile software development methodology, including design, testing, implementation, and deployment

+ Identify opportunities for optimization and automation to improve platform performance, accuracy, and user efficiency

+ Work with data, design, and engineering teams to conduct appropriate discovery and be able to understand the depth and breadth of the impact of the problem to be solved.

+ Collaborate with other product teams, technical architects, and developers to understand the technology roadmap for modernization

+ Evaluate proposed enhancements or issue resolutions for meeting business objectives, risks and cost/benefits

+ Understanding technology infrastructure, interface with senior infrastructure and application development leaders to clarify requirements, align priorities, and translate into work items for the delivery team

+ Translate business and process requirements into actionable development stories, including Acceptance Criteria, Business Value, Definition of Done, etc.

+ Gather and catalog functional, non-functional, and technical requirements for stakeholder requests

+ Produce effective documentation to capture and communicate business process and requirements in the format of business process flowdiagrams, data flow diagrams, data definition documents, decision trees, logic diagrams, requirements documents, and user experience flows

Required Qualifications:

+ 5+ years product management / technical business analyst experience – including defining user experience needs, writing epics, stories, acceptance criteria, etc.

+ 5+ Direct experience working in an Agile team (directly aligned to a product), familiarity with agile practices and ability to work independently. Experience working in Jira and Confluence

+ 3+ years ServiceNow implementation experience

+ Deep understanding of the ITIL Service Management functions including Change, Incident, Problem, etc. and their corresponding data points, handoffs/workflows, approvals, varied risks/escalations/priorities

+ Demonstrated ability to interpret business and technical needs and translate them into actionable user stories for software engineering teams

+ Ability to operate as part of cross-functional work streams to execute projects with quality and on-time

+ Good communication, presentation, and analytical skills with the ability to articulate to key partners

Desired Qualifications:

+ Knowledge of product lifecycle management and product management principles.

+ Understanding of OKR framework

+ Excellent communication, analytical, conceptual thinking, and presentation skills with the ability to articulate to key partners

+ Experience in Financial Services industry

+ 2+ years of experience as a business analyst or a related field

+ Excellent planning, organizational, and time management skills

+ Competency in the Microsoft Suite including Word, Excel, PowerPoint, Visio, and Outlook

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.