Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Lead Software Engineer within PNC's Data and Automation Technology organization, you will be based in Pittsburgh, PA, Strongsville, OH, Dallas, TX, Birmingham, AL, Lakewood, CO or Phoenix, AZ.

We are seeking a Lead Software Engineer to own and evolve ServiceNow‑driven change, incident, and problem management processes supporting complex technology platforms. This role emphasizes governance, operational discipline, and continuous improvement across enterprise change management, with ServiceNow serving as the system of record. The candidate will partner closely with engineering and platform teams to ensure changes are reviewed, approved and implemented in a controlled manner to protect platform stability and business outcomes.

Key Responsibilities

ServiceNow Ownership & Governance
· Act as the functional and technical lead for ServiceNow Change, Incident, and Problem Management processes
· Ensure consistent and compliant use of ServiceNow across engineering and platform teams
· Configure, enhance, and optimize workflows, approvals, forms, and integrations as needed

Change Management Lifecycle
· Manage the full change lifecycle through ServiceNow, including:
o Change reviews
o Risk and impact assessment
o Approval workflows and CAB facilitation
o Implementation scheduling and coordination
o Change validation and formal closure
· Ensure all changes meet documentation, approval, and audit requirements

Incident & Problem Management
· Oversee incident triage and problem investigation using ServiceNow
· Lead or review root cause analysis (RCA) for incidents and failed changes
· Ensure problem records include actionable remediation and prevention plans
· Track recurring issues and systemic risks across platforms

Metrics, Risk & Continuous Improvement
· Define and monitor operational metrics using ServiceNow reporting and dashboards:
o Change success rate
o Failed change and incident trends
o Risk scoring and mitigation effectiveness
· Identify process gaps and drive process improvement initiatives
· Partner with audit, risk, and compliance teams as needed

Collaboration & Communication
· Collaborate with engineering, platform, infrastructure, and business stakeholders
· Translate technical events into clear operational and business‑focused communication
· Facilitate decision‑making discussions for high‑visibility or high‑risk changes
· Provide guidance and coaching to teams on effective ServiceNow usage

Qualifications & Experience
· Deep hands‑on experience with ServiceNow, specifically:
o Change Management
o Incident Management
o Problem Management
· Proven experience managing enterprise change management processes
· Strong background in root cause analysis and risk assessment
· Experience working with production systems and release governance
· Change types (standard, normal, expedited, emergency)
· Reporting, dashboards, and metrics
· Data quality, audit readiness, and controls
· Experience partnering with ServiceNow administrators or development teams

Technical & Platform Background
· ServiceNow ITSM modules (Change, Incident, Problem)
· CI/CD and release processes
· Monitoring and alerting tools
· Familiarity with cloud and platform environments
· Exposure to MLOps, data platforms, or AI systems
· Compliance or regulated environments

Professional & Behavioral Competencies
· Strong collaboration and communication skills
· Ability to influence without authority
· Solid business analysis mindset (impact, tradeoffs, risk)
· Comfortable operating in ambiguous or fast‑paced environments
· Process‑oriented with a continuous improvement mindset

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

 

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

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