Senior Software Engineer - Problem Management Automation and Analytics (On-site)

Truist • Greensboro, NC

5d • Onsite

About The Position

The Senior Software Engineer designs and delivers scalable software, automation, analytics, and reporting capabilities to improve how Problem Management identifies, analyzes, and eliminates recurring production risk. Working with Problem Management practitioners and enterprise technology teams, the engineer turns repetitive manual work, documented procedures, and fragmented analysis into secure, reusable, and governed technology solutions.

The role focuses on reducing operational toil; automating reactive and proactive Problem Management procedures; strengthening thematic and causal analysis; and developing dashboards and data products using ServiceNow and related enterprise platforms. The engineer builds integrations, workflow automation, analytical tools, and AI-assisted capabilities to reduce cycle time, improve data quality, strengthen control effectiveness, and help teams identify recurring failure patterns earlier.

The position combines strong software-engineering fundamentals with an understanding of enterprise technology operations, reliability, observability, and IT service management. The engineer works across Problem Management, Incident Management, Event Management, architecture, data, platform, and operational teams to deliver secure, supportable, auditable, production-ready solutions. This is an on-site role with an expectation of working in the office five days per week. Truist will not provide visa sponsorship or immigration-related support for this position.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or a related field, or equivalent education, training, and work-related training.
• At least 7 years of professional experience in software development.
• Deep knowledge of multiple programming languages, software architecture, and design principles.
• Deep understanding of the software development lifecycle, testing, deployment, and security practices.

Nice To Haves

• Professional experience developing production-grade software using Python, Java, or TypeScript, and selecting appropriate languages and design patterns.
• Hands-on experience designing and integrating REST APIs, webhooks, asynchronous processes, event-driven services, and scalable backend systems.
• Experience developing secure cloud-native solutions using AWS or comparable enterprise cloud platforms.
• Experience with ServiceNow APIs, reporting, dashboards, workflow integration, data models, and development against enterprise ITSM data.
• Experience automating manual procedures, operational workflows, data collection, validation, routing, reconciliation, reporting, or control activities.
• Experience with modern software delivery practices, including Git, CI/CD pipelines, automated testing, code review, security scanning, release controls, monitoring, and production support.
• Experience building dashboards, analytical applications, data visualizations, or decision-support tools that translate operational data into actionable insights.
• Working knowledge of Problem Management, Incident Management, Major Incident Management, Event Management, root cause analysis, corrective actions, operational controls, or related ITSM practices.
• Experience developing analytical methods to identify patterns, recurring conditions, causal relationships, risk concentrations, and systemic improvement opportunities across large operational datasets.
• Familiarity with observability and operational platforms such as Splunk, Dynatrace, xMatters, or equivalent technologies.

Responsibilities

• Implement software architecture and engineering approaches for complex initiatives, contributing to technical plans and operational targets.
• Adopt and refine software engineering standards, practices, and governance mechanisms to improve quality, reliability, and delivery across teams.
• Collaborate with senior engineers, product partners, and architecture teammates to shape technology approaches and inform roadmaps and priorities.
• Lead the end-to-end technical design and implementation of scalable, secure, and highly available software solutions.
• Troubleshoot and resolve complex technical issues, and design improvements to architecture, performance, reliability, and scalability.
• Provide technical guidance, coaching, and training to other engineers; delegate and review work; and contribute through design reviews and knowledge sharing.
• Evaluate emerging technologies and techniques, developing prototypes and solution concepts for potential features, products, or capabilities.
• Contribute recommendations, design proposals, and implementation experience to long-term technical goals and plans.
• Lead large or complex initiatives, coordinating and delegating technical work across teams and ensuring cohesive, high-quality outcomes.
• Develop integrations, workflow automation, analytical tools, dashboards, data products, and AI-assisted capabilities for Problem Management.

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 first-year vacation, prorated as applicable
• 10 sick days, prorated as applicable
• Paid holidays
• Depending on position and division, the role may also be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior