Process Optimization Engineer (On-site)

Truist•Atlanta, GA

6d•Onsite

About The Position

This is a hands-on engineering delivery role responsible for designing and implementing automated capabilities across ITSM. The role translates ITSM control requirements into engineered ServiceNow workflows, integrations, data-quality rules, telemetry, dashboards, and AI-enabled automation. It establishes reusable technical patterns to improve lifecycle visibility, automate evidence and reporting, reduce manual processing, and strengthen the sustainability of ITSM controls. The role works 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. The position is on-site, with in-office expectations of five days per week, and is assigned to the first shift. Truist will not provide visa sponsorship, employment authorization, or other immigration-related support for this position. The role also provides advanced operational support and technical guidance, serves as an escalation point for complex incidents, coordinates service and maintenance activities, monitors systems, documents incidents and solutions, and reinforces compliance with standards, controls, and security requirements.

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 sufficient to challenge solution designs without being 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 and 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.
Deliver advanced operational support for platforms, systems, and infrastructure to ensure stable production performance.
Identify operational gaps or 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 high-quality documentation from junior teammates.
Reinforce compliance with approved standards, controls, and security requirements.
Design and implement automated ITSM capabilities, including 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 controls.
Work with platform engineers, product owners, data owners, and process leads to turn modernization requirements into deployable capabilities with acceptance criteria, instrumentation, and measurable 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, the role may also be eligible for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan