Technology Business Systems Consultant - ServiceNow, AI and Automation

Wells Fargo • Irving, TX

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About The Position

Wells Fargo is seeking a seasoned Business Analyst/Product Owner – ServiceNow, AI And Automation to play a hands on, high impact role within our End User Support ecosystem. This position partners closely with business stakeholders, Service Desk and Field Technology Services teams, product teams, architects, and engineering teams to translate complex business needs into scalable, high quality ServiceNow solutions aligned with ITIL best practices. The ideal candidate brings strong technical acumen, deep ServiceNow and ITSM experience, excellent analytical and communication skills, and a proven ability to deliver outcomes in fast paced enterprise environments. In this role, you will: Lead product and business analysis for ServiceNow, AI, and automation initiatives focused on IT Service Desk and Field Technology Services. Elicit, document, and validate complex business and operational requirements through workshops, interviews, and data analysis. Translate requirements into user stories, functional specifications, process flows, and acceptance criteria using JIRA and ServiceNow Agile tools. Partner with architects and developers to ensure solutions are feasible, scalable, and aligned with ServiceNow platform standards. Support the full delivery lifecycle, including design, build, testing, UAT, deployment, and post‑production validation. Serve as a functional SME for IT Service Desk operations, including incident, request, knowledge, SLA/OLA, and Tier 1–3 support models. Enable Field Technology Services workflows such as on‑site support, dispatch, assignment models, and endpoint lifecycle management. Design and optimize ServiceNow workflows, automation, and self‑service to improve resolution times, ticket quality, and user experience. Apply ITIL best practices across Incident, Problem, Change, Request, Knowledge, and CMDB processes, driving continuous improvement. Facilitate stakeholder communication through workshops, design reviews, UAT sessions, and clear documentation while managing risks and dependencies.

Requirements

• 2+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years supporting ServiceNow platforms in enterprise environments.
• Proven experience working in Agile / Scrum delivery models.
• Hands‑on experience using JIRA for user story creation, backlog grooming, and sprint execution.
• Strong working knowledge of ServiceNow platform architecture and core ITSM modules.
• Solid understanding of ITIL processes and service management frameworks.
• Strong technical acumen with the ability to understand integrations, data flows, and system dependencies.
• Experience working closely with developers, architects, and platform administrators.
• Excellent written, verbal, and presentation communication skills.
• Strong analytical and critical‑thinking abilities.
• Dedicated, self‑motivated, goal‑oriented, and outcome‑driven.
• Strong organizational skills with the ability to manage multiple priorities.
• Comfortable operating in fast‑paced, ambiguous environments.
• Collaborative team player with a proactive, solution‑focused mindset.

Nice To Haves

• ITIL Foundation or higher certification.
• ServiceNow certifications (CSA, CIS, or equivalent).
• Strong knowledge of IT Service Desk operations, including Tier 1–3 models, SLAs, knowledge management, and agent workflows.
• Strong understanding of Field Technology Services operations, including end‑user computing support, device lifecycle management, and on‑site support models.
• Experience partnering with Service Desk and Field Services teams to design and optimize ServiceNow solutions.
• Experience with ServiceNow reporting, performance analytics, integrations, or CMDB governance.
• Prior experience supporting large‑scale enterprise or digital transformation initiatives.

Responsibilities

• Lead product and business analysis for ServiceNow, AI, and automation initiatives focused on IT Service Desk and Field Technology Services.
• Elicit, document, and validate complex business and operational requirements through workshops, interviews, and data analysis.
• Translate requirements into user stories, functional specifications, process flows, and acceptance criteria using JIRA and ServiceNow Agile tools.
• Partner with architects and developers to ensure solutions are feasible, scalable, and aligned with ServiceNow platform standards.
• Support the full delivery lifecycle, including design, build, testing, UAT, deployment, and post‑production validation.
• Serve as a functional SME for IT Service Desk operations, including incident, request, knowledge, SLA/OLA, and Tier 1–3 support models.
• Enable Field Technology Services workflows such as on‑site support, dispatch, assignment models, and endpoint lifecycle management.
• Design and optimize ServiceNow workflows, automation, and self‑service to improve resolution times, ticket quality, and user experience.
• Apply ITIL best practices across Incident, Problem, Change, Request, Knowledge, and CMDB processes, driving continuous improvement.
• Facilitate stakeholder communication through workshops, design reviews, UAT sessions, and clear documentation while managing risks and dependencies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed