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About this role:Wells Fargo is seeking a Technology Operations Associate Manager in IT Service Operations (ITSO) as part of Technology. As part of the transformative initiatives, the Knowledge Management team is driving a knowledge standardization and revamp program to establish a Knowledge Management strategy and framework that enables effective and efficient access to Knowledge across the Technology Teams, that adheres to standards and Industry best practices. This will include forming and managing a knowledge publishing team, define key objectives that aligns to the initiatives, draft the roadmap, work with Knowledge SMEs and operations team on program execution, governance, and ongoing operational support.In this role, you will:
Supervise team and oversee processes to ensure timely completion, quality and compliance in Technology Operations
Manage the operational outcomes of key IT services delivered by Knowledge publishing Operations, Knowledge Management, IT Service Management, network services and operations, database services, infrastructure services including server and storage services
Identify opportunities for process improvement and risk control development
Leverage metrics to support infrastructure associated with applications that are highly automated, and latency sensitive, client facing and internal applications consumed by the Business
Manage backups and recovery, ensure recovery includes periodic tests to ensure business continuity
Work with IT Risk Management, Compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed
Institute controls in partnership with Operation Risks to ensure risk management is sustainable
Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed
Make daily supervisory decisions and resolve issues related to technology operations
Collaborate with and consult with peers, colleagues and managers
Manage allocation of people and financial resources for technology operations
Mentor and guide talent development of direct reports and assist in hiring talent
Required Qualifications:
2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
2+ years of experience working in Managing a team of individual contributors in Operations
2+ years of experience working in Knowledge Management
1+ years of experience working as ServiceNow Platform
1+ years of Leadership experience
Desired Qualifications:
Experience managing a team of technical writers and knowledge management resources
Strong ITSM process knowledge, specifically Knowledge Management, Incident, Problem, SR & SL management
Experience in requirement gathering, driving operations initiatives
Extensive experience in Preparing presentations materials, MS office suite, Excel, Visio workflows
Excellent technical troubleshooting skills, specifically in ServiceNow platform preferred
Extensive experience in Product taxonomy, Agile methodologies, ways of working- gathering requirements, stories writing, working with development, testing, release
ITIL Foundation Certified
Certified ServiceNow Administrator
Job Expectations:
Manage a team of individual contributors that includes technical writers and knowledge management resources in operations
Drive Operational initiatives
Track baseline and progress reporting
Groom resources and define career path
Alignment to strategic objectives and roadmap
Enable productivity and process adherence amongst team members.
Conduct Performance reviews and take corrective actions as needed.
Prepare operational reports, dashboards and presentation materials.
Liaison between Service desk operations, knowledge management and Technical writers to meet operational objectives
Telecommuting is not an option for this position
This position offers a hybrid work schedule
Relocation assistance in not available for this position
This position is not eligible for visa sponsorship
We Value DiversityAt Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.Drug and Alcohol PolicyWells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.Company: WELLS FARGO BANKReq Number: R-273997Updated: Tue Nov 14 00:00:00 UTC 2023Location: WESTLAKE,Texas
