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MUFG Union Bank Sr. ServiceNow Business Process Consultant, Vice President in Arlington, Texas

Sr. ServiceNow Business Process Consultant, Vice President - 10039960-WD


Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.

Job Summary:

Our diverse colleagues are connected by a common ambition to create change for the better – from forging more dynamic career paths, to driving progress in our communities, to continuously reshaping the standards of financial services. Positive impact starts here; see the change you can make as we strive to become the world’s most trusted financial group.

We are looking for an experienced ServiceNow Business Process Consultant with ServiceNow functional expertise, competencies and knowledge of agile delivery to contribute to IT Service Management transformation. This is a key member of Service Reliability Engineering team.


  • Serve as the functional subject matter expert of ServiceNow platform functionality.

  • Provide ServiceNow platform expertise and contribute to IT Service Management transformation while supporting current state.

  • Liaise with Process Owners to educate on functional capabilities, drive operational excellence and value realization of ServiceNow platform.

  • Drive process definition, re-engineering, improvement and gap analysis of current/to-be processes with product owner(s), process owners and other key stakeholders.

  • Work with process teams to identify areas of improvement, recommend solutions and engage in solution implementation.

  • Promote continuous process improvement practices through process best practices, metrics/KPIs, dashboards and role accountabilities.

  • Facilitate intake, product backlog grooming, story creation and sprint planning to ensure alignment with business objectives and value realization.

  • Engage in day-today operational support and on-call as needed.

  • Maintain adequate operational documentation and reporting.


  • 6 years of demonstrated experience in process consulting, definition and deployment of process improvement and systems analysis on ServiceNow platform.

  • Domain expertise in IT Service Management, IT Operations Management, Software Asset Management, HR Service Delivery and Performance Analytics.

  • Hands-on experience with one or more implementation and version upgrade of ServiceNow products is required.

  • Working knowledge and experience with IT Service management processes.

  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.

  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.

  • Experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities.

  • Experience implementing integrations between ServiceNow and external systems.

  • Experience using Jira and Confluence is preferred.

  • Familiarity with User Interface design and User Experience concepts is a plus.

  • Deep understanding of agile/scrum methodology.

  • Good understanding of ITIL.


  • Bachelors or Master's Degree in Computer Science, Information Systems or equivalent work experience

Why Work for MUFG Union Bank, N.A.?

  • We are a financially strong and stable bank.

  • We value workplace diversity.

  • We are committed to the training and development of our employees.

  • Innovative vacation benefits.

  • We offer a matching 401k, a Retirement Plan, a variety of Flexible Health Benefits.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

Job : Technology

Primary Location : TEXAS-Arlington

Job Posting : Dec 14, 2020, 9:50:41 AM

Shift: : Day

Schedule: : Full Time

Req ID: 10039960-WD