Process Optimization Engineer (On-site)

Truist Bank•Atlanta, GA

5d•Onsite

About The Position

This hands-on engineering delivery role designs and implements automated capabilities across IT service management (ITSM). It translates ITSM control requirements into ServiceNow workflows, integrations, data-quality rules, telemetry, dashboards, and AI-enabled automation. The role establishes reusable technical patterns to improve lifecycle visibility, automate evidence and reporting, reduce manual processing, and strengthen the sustainability of ITSM controls. It works directly with platform engineers, product owners, data owners, and process leads to turn modernization requirements into deployable platform capabilities with defined acceptance criteria, instrumentation, and measurable operational outcomes. The role also provides advanced operational support and technical guidance, serves as an escalation point for complex incidents, coordinates service activities across teams, and reinforces compliance with approved standards, controls, and security requirements. It is an on-site role with expectations to work in the office five days per week, on first shift. Truist does not provide work visa or employment authorization sponsorship for this position.

Requirements

High school diploma or equivalent.
At least 5 years of experience 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.
English language fluency is required.

Nice To Haves

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.
Technical depth to challenge solution designs without needing to be the primary ServiceNow developer.
Strong communication skills and confidence pushing 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 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.

Responsibilities

Act as a team lead for daily operations, providing advanced technical guidance and reviewing junior teammates’ work.
Serve as the primary escalation point for non-routine, undefined, or complex operational incidents.
Provide advanced operational support for platforms, systems, and infrastructure to ensure stable production performance.
Identify operational gaps and recurring issues and recommend improvements to senior teammates or management.
Coordinate with cross-functional teams on maintenance, upgrades, and service activities.
Oversee system monitoring, validate triage accuracy, and ensure timely escalation.
Document incidents, workarounds, and solutions, and ensure junior teammates produce high-quality documentation.
Reinforce compliance with approved standards, controls, and security requirements.
Design and implement automated ITSM capabilities, including ServiceNow workflows, integrations, data-quality rules, telemetry, dashboards, and AI-enabled automation.
Establish reusable technical patterns that improve lifecycle visibility, automate evidence and reporting, reduce manual processing, and strengthen ITSM control sustainability.
Work with platform engineers, product owners, data owners, and process leads to convert modernization requirements into deployable capabilities with acceptance criteria, instrumentation, and measurable operational outcomes.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401(k) plan
At least 10 days of vacation during the first year, prorated based on hire date and full-time or part-time status
10 sick days, prorated
Paid holidays
Depending on position and division, possible eligibility for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan