Lead ServiceNow Technology Business Services Consultant - Military Spouse Homefront Heroes Hiring Program (HHH)

About this role:

              Wells Fargo has committed to hire military spouses/domestic partners of actively serving military personnel and is seeking a ServiceNow Lead Technology Business Systems Consultant.

              The Homefront Heroes Hiring (HHH) Program is designed to attract and hire spouses and domestic partners of actively serving military personnel to career opportunities through a military spouse-specific virtual hiring event and onboarding program.

              The HHH Program is a direct hire program for talented individuals seeking careers in Consumer Lending, Consumer Small Business Banking, Human Resources, Technology, and Wealth Investment Management. Learn more about our program: HHH Program

In this role, you will:

Business Analysis & Solution Delivery

• Lead end‑to‑end ServiceNow business analysis for Service Desk and Field Technology workflows.
• Gather and document requirements; translate them into user stories, process flows, and acceptance criteria.
• Ensure requirements align with architecture and platform standards.
• Lead functional activities across design, build, testing, UAT, and deployment.
• Validate deliverables and support automated/regression testing.

IT Service Desk & Field Services Enablement

• Serve as SME for Service Desk and Field Technology operations, SLAs/OLAs, lifecycle processes, and agent experience.
• Design and enhance ServiceNow workflows and AI/automation to improve FCR, MTTR, and ticket quality.
• Identify shift‑left, self‑service, and automation opportunities.
• Support operational readiness, training, and adoption for agents and technicians.

ServiceNow & ITIL Expertise

• Apply ITIL practices across core ITSM processes.
• Provide functional guidance for workflows, catalog items, SLAs, dashboards, and knowledge content.
• Support upgrades, enhancements, and continuous improvement.
• Drive efficiency by reducing manual steps and process gaps.
• Experience with Virtual Agent, Now Assist, Portal, Workspaces, CSAT/DSAT, Catalog, AI Search, and Performance Analytics.

Leadership & Team Enablement

• Mentor Business Analysts and ensure high‑quality requirements.
• Review analysis deliverables for clarity and alignment.
• Promote Agile best practices and support product owners on ServiceNow capabilities.

Stakeholder Communication

• Facilitate workshops, design reviews, and readiness sessions.
• Communicate complex concepts clearly across technical and business audiences.
• Manage dependencies, risks, and scope proactively.

Analytical Thinking

• Analyze operational data to identify trends, root causes, and improvements.
• Partner with engineering teams to resolve issues and ensure sustainable solutions.

Required Qualifications

• 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years supporting ServiceNow platforms in enterprise environments.

Desired Qualifications

• Proven experience working in Agile / Scrum delivery models.
• Hands on experience with JIRA for story management, backlog grooming, and sprint execution.
• Demonstrated experience leading or mentoring other Business Analysts.
• Strong working knowledge of ServiceNow platform architecture and core modules.
• Solid understanding of ITIL processes and service management frameworks.
• Ability to read and interpret technical designs, integration patterns, and data models.
• Experience working closely with developers, architects, and platform administrators.
• Collaborative leader with a proactive, solution focused mindset.
• ServiceNow Certified System Administrator (CSA) and CIS.
• ITIL Foundation or higher certification.
• AI Foundation certification.
• Strong knowledge of IT Service Desk operations, including Tier 1–3 support models, incident/request lifecycle management, knowledge management, SLAs, and user experience optimization.
• Strong understanding of Field Technology Services (FTS) operations, including end‑user computing support, device lifecycle management, on‑site support models, dispatch processes, and integration with ServiceNow ITSM workflows.
• Experience partnering with Service Desk and Field Support teams to design, optimize, and automate operational processes within ServiceNow.
• Experience with ServiceNow integrations, reporting, performance analytics, or CMDB governance.
• Prior experience supp