Technology Business Systems Consultant - ServiceNow, AI and Automation

About this role:

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

Required Qualifications

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

Desired Qualifications

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

Job Expectations:

Ability to independently deliver outcomes with minimal supervision

Balance of hands‑on execution and strategic thinking

Strong ownership mindset with accountability for quality and results

Trusted partner to both business and technology stakeholders

This position is NOT eligible for Visa sponsorship

Posting End Date:

7 Jul 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.