Process Improvement Consultant - ServiceNow/Risk & Control Self‑Assessment

PNC Bank•Denver, CO

1d•Onsite

About The Position

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.

Requirements

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.
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
University / college degree, with 3+ years of relevant / direct industry experience.
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

Change Management
Corporate Governance
Data Analytics
IT Service Management (ITSM)
Key Performance Indicators (KPI)
Process Efficiencies
Process Improvements
Risk Assessments
RSA Archer
ServiceNow Platform

Responsibilities

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), and maintain risk statements, causes, impacts, and control relationships in accordance with enterprise risk taxonomy.
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.
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.
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.
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.

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service.