Senior Systems Operations Engineer- ITSM Governance

Wells Fargo•Minneapolis, MN

22h•Hybrid

About The Position

Wells Fargo is seeking a highly skilled and forward‑thinking Senior Systems Operations Engineer- ITSM Governance to support and strengthen Incident and Problem Management operations within a highly regulated Technology Command Center & Production Management (TCCPM) operations. This role is responsible for driving operational excellence, governance, and control execution across Incident, Problem, and Availability processes, while partnering closely with Technology Command Center, Production Management, and engineering teams. The ideal candidate brings deep hands‑on experience in Incident and Problem Management, strong analytical and risk management skills, and the ability to translate operational data into actionable insights that improve control effectiveness, resilience, and customer experience. In this role, you will: Support the strategy and resolution of highly complex and unique challenges related to IT Service Management that require solid analytical skills, extensive knowledge of Process Execution, and understanding of ITSM, delivering longer term and large-scale solutions. Collaborate and consult with various teams to review, assess, and optimize current and future ITSM practices and processes to identify gaps and design robust future state. Ensuring cost effectiveness through automation, strong risk management through effective operating controls, and optimized delivery. Act as a consultant to leadership to drive key strategic Technology initiatives and drive performance. Develop and implement information delivery or presentations to key stakeholders and senior management. Act as a subject matter expert for Incident and Problem Management governance, ensuring processes are executed in compliance with Wells Fargo policies, regulatory expectations, and industry frameworks (COBIT, FFIEC, ITIL). Design, implement, and maintain operational controls and governance routines for Incident, Problem, and Availability processes, including metrics, KRIs, issue management, and escalation of material risks. Partner with product, process, and technology teams to design and implement enhancements that improve Incident and Problem lifecycle execution, automation, data quality, and customer experience. Support Technology Risk Reviews, Control Evaluations, and Internal/External Audits, including preparation of control evidence, issue responses, and remediation plans related to Incident and Problem processes. Leverage predictive analytics, AI/ML, and pattern analysis to proactively identify repetitive incidents, emerging failure patterns, and opportunities to strengthen controls and operational resilience. Review performance Analytics Dashboards using analytical modules within ServiceNow & to perform an impact analysis on the process gaps identified. Reviews Key Risk Indicators and Investigates causes for metric breaches that are deviating from trends and escalate situations that pose excessive risk(s). Manage ServiceNow enhancements by coordinating with Scrum Master, product Owner, Development teams, help identify defects and propose new enhancements.

Requirements

4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
4+ years of Business Execution, Implementation, or Strategic Planning experience
4+ years of hands‑on experience working within IT Service Management (ITSM) frameworks
3+ years in creating, maintaining, and managing reports and management presentations.
1+ years of Problem management, Incident management and Risk Management.
Willingness to learn & adopt emerging technologies (AI/ML, Predictive Analytics) used in IT Industry for IT Service Management
Ability to analyze Incident and Problem data to identify systemic issues, recurring failures, control gaps, and emerging risk trends, and to drive sustainable remediation and process improvements
Understanding of ServiceNow ITSM product Line and its Offerings
Understanding of Software delivery methodologies such as: Agile & Kanban
Strong understanding of Generative and Agentic AI technologies, including prompt engineering, with awareness of associated governance, risk, and control considerations
Financial Services experience.

Nice To Haves

Experience working in highly regulated environments where Incident, Problem, and Availability processes are subject to ongoing governance, internal reviews, and regulatory oversight
Ability to use data to tell a story to all levels within an organization
Strong communication & Data presentation & Interpersonal skills
Knowledgeable on industry frameworks Like: COBIT2019, FFIEC and ITIL.

Responsibilities

Support the strategy and resolution of highly complex and unique challenges related to IT Service Management that require solid analytical skills, extensive knowledge of Process Execution, and understanding of ITSM, delivering longer term and large-scale solutions.
Collaborate and consult with various teams to review, assess, and optimize current and future ITSM practices and processes to identify gaps and design robust future state.
Ensuring cost effectiveness through automation, strong risk management through effective operating controls, and optimized delivery.
Act as a consultant to leadership to drive key strategic Technology initiatives and drive performance.
Develop and implement information delivery or presentations to key stakeholders and senior management.
Act as a subject matter expert for Incident and Problem Management governance, ensuring processes are executed in compliance with Wells Fargo policies, regulatory expectations, and industry frameworks (COBIT, FFIEC, ITIL).
Design, implement, and maintain operational controls and governance routines for Incident, Problem, and Availability processes, including metrics, KRIs, issue management, and escalation of material risks.
Partner with product, process, and technology teams to design and implement enhancements that improve Incident and Problem lifecycle execution, automation, data quality, and customer experience.
Support Technology Risk Reviews, Control Evaluations, and Internal/External Audits, including preparation of control evidence, issue responses, and remediation plans related to Incident and Problem processes.
Leverage predictive analytics, AI/ML, and pattern analysis to proactively identify repetitive incidents, emerging failure patterns, and opportunities to strengthen controls and operational resilience.
Review performance Analytics Dashboards using analytical modules within ServiceNow & to perform an impact analysis on the process gaps identified.
Reviews Key Risk Indicators and Investigates causes for metric breaches that are deviating from trends and escalate situations that pose excessive risk(s).
Manage ServiceNow enhancements by coordinating with Scrum Master, product Owner, Development teams, help identify defects and propose new enhancements.