Technology Business Systems Manager

About this role:

Wells Fargo is seeking a Technology Business Systems Manager.

In this role, you will:

• Manage and develop team of business systems consulting staff or technology systems analysts in providing technical solutions with moderate complexity and risk in the area technology business systems, and engage business and technical groups associated with the function
• Identify opportunities for process improvement and risk factors in key areas of technology risk including security, stability, and scalability
• Make decisions and resolve issues regarding technology or related policies that may impact multiple lines of business
• Interpret business requirements and provide in depth technical expertise and consultation to business and systems management
• Collaborate and consult with business and technical groups or management to ensure effective technical solutions are provided based on business requirements
• Interact directly with technology systems analysts for conducting evaluations of business requirements and recommend appropriate technological alternatives
• Manage allocation of people and financial resources for Technology Business Systems
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ years of Technology Business Systems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years Leadership experience

Desired Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field (Masters degree preferred).
• Experience in IT Service Management, IT Operations, and enterprise service delivery.
• Hands-on experience with ServiceNow ITSM platform including module customization, scripting, and workflow design.
• Strong experience in SQL (MySQL, PostgreSQL, SQL Server) for data querying, optimization, and analytics.
• Expertise in Power BI for building data models, visualizations, and integrating ITSM metrics for executive reporting.
• Deep understanding of ITIL framework and its practical application in ITSM and ITOM environments.
• Experience with ServiceNow integrations including MID Server, Integration Hub, and scripting using JavaScript.
• Proven ability to lead cross-functional teams and manage large-scale ITSM projects in Agile/Scrum environments.
• Strong analytical, problem-solving, and communication skills.
• ServiceNow Certified Implementation Specialist (ITSM) or Certified Application Developer.
• Experience with additional ServiceNow modules such as ITOM, HRSD, or CSM.
• Familiarity with cloud platforms (AWS, Azure) and DevOps tools (Jenkins, Git).
• Exposure to GRC, CMDB, and automation frameworks within ServiceNow

Job Expectations:

• Design, configure, and customize ServiceNow ITSM modules including Incident, Problem, Change Management, and Service Catalog to align with enterprise service delivery goals.
• Lead end-to-end ServiceNow ITSM implementations, ensuring alignment with ITIL best practices and organizational objectives.
• Architect and implement integrations between ServiceNow and external systems using REST/SOAP APIs, Python scripts, Power BI connectors, and PyCharm for development and debugging.
• Oversee SQL database operations including querying, optimization, and data migration to support reporting and analytics within ServiceNow and BI platforms.
• Drive the creation of interactive dashboards and reports in Power BI by integrating ServiceNow data and other sources to provide actionable insights.
• Collaborate with cross-functional teams including IT operations, business analysts, and developers to gather requirements and deliver scalable ITSM solutions.
• Conduct performance tuning, upgrades, and code reviews for ServiceNow instances to ensure optimal performance, security, and compliance.
• Provide technical leadership and mentorship to team members on ServiceNow, Python, SQL, Power BI, and PyCharm best practices.
• Ensure governance, risk management, and compliance (GRC) alignment in all ITSM processes and implementations.
• Manage service delivery KPIs, SLAs, and continual improvement initiatives across ITSM and ITOM domains.
• Lead and manage mid to large-sized teams (1050 members) across multiple geographies, ensuring high performance, collaboration, and accountability.
• Foster a culture of innovation, continuous improvement, and customer-centric service delivery within the ITSM function.
• Provide strategic direction, coaching, and career development support to team members, enabling growth and skill enhancement.
• Drive resource planning, workload distribution, and performance management to meet project timelines and service delivery goals.
• Facilitate effective communication across teams and stakeholders, ensuring alignment on priorities, risks, and dependencies.
• Champion Agile and DevOps practices to improve delivery velocity and operational efficiency.
• Resolve conflicts, manage escalations, and ensure team morale and motivation are maintained during high-pressure situations.
• Represent the ITSM team in leadership forums, steering committees, and executive reviews.