Our Team Technology Services Group (TSG) is the technology enabler for our firm. Our services provide a strong, resilient, and stable platform to host business processes while enabling innovation. Our TSG - Technology Production Services team is dedicated to ensuring that our technology environments are best in class. We run the systems that keep BNY Mellon running. Our mission is to deliver a full IT service management lifecycle across all run-the-bank applications and infrastructure support with the purpose of providing a controlled, secure, and predictable production environment. The Role We are seeking a Support Analyst responsible for multiple Service Management applications including ServiceNow and xMatters. Key Responsibilities: Support of Service Management Office (SMO) tools including management of Incidents, Problems, Changes and Requests associated with the ServiceNow platform Support weekly release cycles & application deployments by support staff Be a participant in 24x7 rotation schedules ensuring adequate coverage during all shifts Meet team SLAs for INC, Request management, etc. Support automation and continuous service improvement efforts Ensure infrastructure and software is maintained, patched and upgraded in a timely manner Analyzes and develops new or revised SCM procedures and processes. May direct and provide technical guidance to assigned project teams. Leads less complex product migrations through all systems environments. Analyzes and documents systems requirements. Recommends software design based on requirements. Develops custom portions of the system, including authoring of programs and scripts. Supports development and test staff, troubleshooting production and development problems and assisting in the resolution of data, environmental and build related issues. Leads documentation of SCM procedures and processes. Monitors and reviews software/hardware requirements and systems defects. Contributes to the achievement of related teams' objectives. Bachelor's degree in computer science or a related discipline, or equivalent work experience required, advanced degree is preferred. 4-6 years of experience in a systems SCM environment, experience in the securities or financial services industry is a plus. Qualifications Bachelor's degree in computer science or a related discipline, or equivalent work experience required, advanced degree is preferred. 4-6 years of experience in a systems SCM environment, experience in the securities or financial services industry is a plus. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums. Primary Location: United States-Pennsylvania-Pittsburgh Internal Jobcode: 96336 Job: Information Technology Organization: Technology Services Group-HR06725 Requisition Number: 2117004