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 Process Improvement Consultant within PNC's Technology organization, you will be based in Pittsburgh, PA; Strongsville, OH; Birmingham, AL; Farmers Branch, TX; Phoenix, AZ; and Lakewood, CO.

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.

Job Description

Core Responsibilities

 RCSA & Risk Management

• Support execution of ITSM RCSA cycles, including risk identification, inherent risk assessment, control mapping, and residual risk evaluation.

• Partner with ITSM process owners (Incident, Problem, Knowledge, Change, Asset, Configuration, Request, etc.) to:
• Identify key operational and technology risks
• Document risks in enterprise risk tools (e.g., Archer, GRC platforms)
• Maintain risk statements, causes, impacts, and control relationships in accordance with enterprise risk taxonomy.

Control Design & Effectiveness

• Document and maintain key controls aligned to ITSM processes and regulatory / policy expectations.
• Perform control design and operational effectiveness assessments, including:
• Control evidence review
• Gap identification and remediation tracking
• Support issue management for control deficiencies, audit findings, and risk events.
• Coordinate with Internal Audit and Second Line Risk during reviews and validations.

Metrics, KRIs & KPIs

• Develop, maintain, and report ITSM risk metrics, including Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs)
• Ensure metrics are Enterprise‑sourced, well-defined with thresholds and escalation criteria, aligned to ITSM control objectives
• Analyze trends, breaches, and emerging risks; provide clear executive‑level summaries and visualizations.

Governance & Reporting

• Prepare RCSA summaries, control status reports, and metric dashboards for management and risk committees.
• Support regulatory, audit, and compliance responses related to ITSM risk and controls.
• Ensure ongoing alignment with enterprise risk frameworks, policies, and standards.

Process Improvement

• Identify opportunities to enhance ITSM risk coverage, control maturity, and metric quality.
• Drive consistency and standardization across ITSM processes for risk and control documentation.
• Promote a risk‑aware culture within ITSM teams.

Preferred Skills

• Experience supporting Risk & Control Self‑Assessments (RCSA) within ITSM environments, including risk identification, inherent and residual risk assessment, control mapping, and issue remediation in alignment with enterprise risk frameworks.
• Hands‑on experience leveraging ServiceNow ITSM modules (Incident, Change, Problem, CMDB, etc.) and enterprise GRC tools (e.g., Archer) to document risks, controls, evidence, and metrics with precision and consistency.
• Ability to design, document, and assess control effectiveness, perform control evidence reviews, identify gaps, and track remediation efforts in collaboration with Internal Audit and Second Line Risk teams.
• Technical writing skills with experience producing clear, audit‑ready documentation such as risk statements, control narratives, RCSA summaries, dashboards, and executive‑level risk reporting aligned to regulatory and policy standards.
• Exceptional attention to detail and communication skills, with the ability to analyze KRIs/KPIs, identify trends and emerging risks, and partner effectively across ITSM process owners, Risk Management, Audit, and Governance stakeholders at varying levels of seniority.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary co