Specialist, Production Services Application Support Analyst

About the role

This role is located in Pittsburgh, United States. In this role, you’ll make an impact in the following ways:

• Own and manage the end-to-end incident lifecycle in ServiceNow, ensuring timely triage, resolution, and SLA adherence while acting as the Service Incident Owner (SIO).
• Monitor, triage, and manage alerts across Moogsoft, AppDynamics, Splunk, and Grafana, ensuring business-critical issues are identified and addressed promptly.
• Perform initial troubleshooting and impact assessment to determine severity, scope, and appropriate escalation paths.
• Configure, tune, and optimize alerting rules including thresholds, correlation, deduplication, and suppression to reduce noise and false positives.
• Identify recurring alert and incident patterns and partner with L2/L3 teams to drive proactive remediation and long-term fixes.
• Develop and maintain automation scripts (Python, JavaScript) to streamline alert enrichment, routing, incident creation, and operational workflows.
• Leverage Ansible to standardize operational tasks and enable repeatable, scalable execution.
• Support the development and adoption of digital employees / AI agents to automate L1 triage and routine operational activities.
• Lead incident bridge calls and deliver clear, concise technical and executive communications during major incidents.
• Collaborate effectively with global stakeholders across US and India to support a 24×7 production environment.

Responsibilities

To be successful in this role, we’re seeking the following:

• Bachelor's degree in computer science or a related discipline, or equivalent work experience required.
• 0-3 years of experience in applications support or production environment required; experience in the securities or financial services industry is a plus.
• Strong hands-on experience with: ServiceNow Incident Management and Moogsoft Alert Management using AppDynamics, Splunk, and Grafana
• Proven experience with alert triage, monitoring, and operational support in a high-volume environment.
• Ability to follow SOPs, escalation paths, and operational standards.
• Exposure to batch monitoring or job scheduling tools (e.g., Control-M, ESP) is a plus.
• Proficiency in Python and JavaScript for automation and scripting.
• Working knowledge of Ansible for operational automation and standardization.
• Experience creating Power BI dashboards and operational reports.
• Exposure to or hands-on experience with AI-driven operations, alert automation, chatbots, or agent-based systems.
• Strong analytical, problem-solving, and communication skills, with the ability to engage both technical teams and senior stakeholders.
• Ability to work effectively in a 24×7 support model and collaborate across distributed teams.

Qualifications

At BNY, our culture speaks for itself. Here’s a few of our awards:

• America’s Most Innovative Companies, Fortune, 2024
• World’s Most Admired Companies, Fortune 2024
• “Most Just Companies”, Just Capital and CNBC, 2024
• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
• Bloomberg’s Gender Equality Index (GEI), 2023
• Underrepresented racial and ethnic groups
• Females
• Individuals with Disabilities
• Protected Veterans

Benefits

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.