Process Optimization Engineer (On-site)

About the role

This is a hands-on engineering delivery role responsible for designing and implementing automated capabilities across ITSM capabilities. The role translates the ITSM control requirements into engineered ServiceNow workflows, integrations, data-quality rules, telemetry, dashboards, and AI-enabled automation. It will establish reusable technical patterns that improve lifecycle visibility, automate evidence and reporting, reduce manual processing, and strengthen the sustainability of ITSM controls. The role will work directly with platform engineers, product owners, data owners, and process leads to convert modernization requirements into deployable platform capabilities with defined acceptance criteria, instrumentation, and measurable operational outcomes.

Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.) This role is not remote; in-office expectations are 5 days per week.

Responsibilities

• Acts as a team lead for daily operations, providing advanced technical guidance and reviewing work of junior teammates.
• Serves as the primary escalation point for non-routine, undefined, or complex operational incidents.
• Delivers advanced operational support for platforms, systems, infrastructure, ensuring stable production performance.
• Identifies operational gaps or recurring issues and recommends improvements to senior teammates or management.
• Coordinates with cross-functional teams on maintenance, upgrades, and service activities.
• Oversees system monitoring, validating triage accuracy, and ensuring timely escalation.
• Documents incidents, workarounds, and solutions, ensuring high-quality documentation from junior teammates.
• Reinforces compliance with approved standards, controls, and security requirements.

Requirements

• High school diploma or equivalent.
• Extensive experience (5+ years) in technology operations or enterprise technical support.
• Broad knowledge of operational systems, infrastructure components, and enterprise technology environments.
• Demonstrated ability to troubleshoot non-routine issues and provide guidance to lower-level teammates.
• Language fluency: English (required).
• Regular (full-time) position.

Preferred Qualifications

• Strong IT service management and Technology Change Management experience.
• Practical ServiceNow ITSM knowledge.
• Experience translating policy and controls into workflow requirements.
• Automation, reporting, data analysis, or low-code development experience.
• Understanding of approvals, CAB governance, restriction periods, emergency changes, and unauthorized change monitoring.
• Ability to write requirements, user stories, acceptance criteria, and process flows.
• Experience working with developers, platform teams, risk, audit, and process owners.
• Enough technical depth to challenge solution designs without needing to be the primary ServiceNow developer.
• Strong communication skills and the confidence to push back on weak or noncompliant designs.
• Experience with ServiceNow, Microsoft Power Platform BI reporting, AI and machine learning automation tools.
• Experience with Process Analysis & Improvement.
• Ability to analyze business processes and workflows to identify automation opportunities.
• Ability to evaluate current-state processes and design future-state automated solutions.
• Experience with documenting business requirements, process maps, and technical specifications.
• Ability to identify opportunities to reduce operational risk, improve quality, and increase efficiency.
• Ability to lead process reengineering and continuous improvement initiatives.

Benefits

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

Schedule

Work shift: 1st shift (United States of America). In-office expectations: 5 days per week.