Technology Service Operations Engineer

BP•Chicago, IL

2d•Hybrid

About The Position

bp is seeking a Technology Service Operations Engineer to support the end-to-end technology services behind its global EV charging operations. Working alongside the EV Technology Support Lead, the role helps maintain an accurate view of the technology portfolio, primarily focused on the US. It supports service operations, systems and application integrations in ServiceNow, access governance, incident management, risk management, and business continuity. The role connects technology teams, business stakeholders, and external suppliers in a fast-moving global environment. The position primarily supports teams in the US, Guyana, and the UK, with connections across Australia and New Zealand, China, and parts of Europe. Flexibility is required to regularly overlap with the UK-based team and occasionally support other regions. The successful candidate should be prepared to support incident management outside standard working hours when needed. There are no direct reports. The position is based in Chicago and is a hybrid of office and remote work, with negligible travel expected and no relocation assistance.

Requirements

Hands-on experience managing ITSM processes, including incident, problem, change, and request management.
Experience working against SLAs and producing service reports and metrics.
Understanding of the full service or product lifecycle, from delivery and live operations through retirement.
Knowledge of disaster recovery, business continuity, or crisis management.
Strong analytical and problem-solving skills, including the ability to identify trends and root causes across incidents and systems.
Excellent written and verbal communication skills.
Ability to build effective relationships with internal stakeholders and external suppliers.
Experience working in Agile environments and familiarity with Waterfall delivery.
A practical, collaborative approach and the ability to navigate operational challenges.
ITIL v4 Foundation certification or higher.
Familiarity with Agile and Waterfall delivery methodologies.
Experience with ISO 27001.

Nice To Haves

Experience with ServiceNow ITSM, CSDM, or CMDB is strongly preferred; experience with another ITSM platform may also be considered.
DRM/Nova system qualification is desirable.
Experience or knowledge of EV business architecture.
Interest in electric vehicle technology and emerging technology trends.
Understanding of security standards and best practices.
A customer-focused and commercially minded approach.

Responsibilities

Support the global EV charging activity model in ServiceNow.
Manage core services throughout their lifecycle, including onboarding, ongoing operations, SLAs, and decommissioning.
Support incident and problem management processes, identifying trends, root causes, and appropriate solutions.
Help ensure incidents and service requests are managed within agreed SLAs.
Manage and regularly review system access using a least-privilege approach.
Work with third-party suppliers and participate in service performance and quarterly contract reviews.
Support risk management activities, including maintaining risk registers, mitigations, preventative actions, and financial exposure information.
Participate in disaster recovery and business continuity activities, including testing and runbook execution.
Build strong working relationships with internal stakeholders, technology teams, and external suppliers.
Represent Technology on project and program boards when needed.
Document and communicate technology requirements, standards, processes, and plans across the organization.
Support incident management outside standard working hours when needed.