About this role:

Wells Fargo has committed to hire military spouses/domestic partners of actively serving military personnel and is seeking a Service Now Lead Technology Business Systems Consultant.

The Homefront Heroes Hiring (HHH) Program is designed to attract and hire spouses and domestic partners of actively serving military personnel to career opportunities through a military spouse-specific virtual hiring event and onboarding program.

The HHH Program is a direct hire program for talented individuals seeking careers in Consumer Lending, Consumer Small Business Banking, Human Resources, Technology, and Wealth Investment Management. Learn more about our program: HHH Program

In this role, you will:

Business Analysis & Solution Delivery

• Lead end‑to‑end Service Now business analysis for Service Desk and Field Technology workflows.
• Gather and document requirements; translate them into user stories, process flows, and acceptance criteria.
• Ensure requirements align with architecture and platform standards.
• Lead functional activities across design, build, testing, UAT, and deployment.
• Validate deliverables and support automated/regression testing.

IT Service Desk & Field Services Enablement

• Serve as SME for Service Desk and Field Technology operations, SLAs/OLAs, lifecycle processes, and agent experience.
• Design and enhance Service Now workflows and AI/automation to improve FCR, MTTR, and ticket quality.
• Identify shift‑left, self‑service, and automation opportunities.
• Support operational readiness, training, and adoption for agents and technicians.

Service Now & ITIL Expertise

• Apply ITIL practices across core ITSM processes.
• Provide functional guidance for workflows, catalog items, SLAs, dashboards, and knowledge content.
• Support upgrades, enhancements, and continuous improvement.
• Drive efficiency by reducing manual steps and process gaps.
• Experience with Virtual Agent, Now Assist, Portal, Workspaces, CSAT/DSAT, Catalog, AI Search, and Performance Analytics.

Leadership & Team Enablement

• Mentor Business Analysts and ensure high‑quality requirements.
• Review analysis deliverables for clarity and alignment.
• Promote Agile best practices and support product owners on Service Now capabilities.

Stakeholder Communication

• Facilitate workshops, design reviews, and readiness sessions.
• Communicate complex concepts clearly across technical and business audiences.
• Manage dependencies, risks, and scope proactively.

Analytical Thinking

• Analyze operational data to identify trends, root causes, and improvements.
• Partner with engineering teams to resolve issues and ensure sustainable solutions.

Required Qualifications

• 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years supporting Service Now platforms in enterprise environments.

Desired Qualifications

• Proven experience working in Agile / Scrum delivery models.
• Hands on experience with JIRA for story management, backlog grooming, and sprint execution.
• Demonstrated experience leading or mentoring other Business Analysts.
• Strong working knowledge of Service Now platform architecture and core modules.
• Solid understanding of ITIL processes and service management frameworks.
• Ability to read and interpret technical designs, integration patterns, and data models.
• Experience working closely with developers, architects, and platform administrators.
• Collaborative leader with a proactive, solution focused mindset.
• Service Now Certified System Administrator (CSA) and CIS.
• ITIL Foundation or higher certification.
• AI Foundation certification.
• Strong knowledge of IT Service Desk operations, including Tier 1–3 support models, incident/request lifecycle management, knowledge management, SLAs, and user experience optimization.
• Strong understanding of Field Technology Services (FTS) operations, including end‑user computing support, device lifecycle management, on‑site support models, dispatch processes, and integration with Service Now ITSM workflows.
• Experience partnering with Service Desk and Field Support teams to design, optimize, and automate operational processes within Service Now.
• Experience with Service Now integrations, reporting, performance analytics, or CMDB governance.
• Prior experience supporting large‑scale digital transformation initiatives.
• Excellent written, verbal, and presentation communication skills.
• Highly self motivated, goal oriented, and outcome driven.
• Strong organizational skills with the ability to manage multiple priorities.
• Comfortable operating in fast paced, ambiguous environments.

Job Expectations:

• HHH Program Hires are expected to attend and participate in the Military Spouse Homefront Heroes Orientation and Onboarding Experience.
• Ability to work on-site at approved location listed
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Job Locations:

• Dallas, TX;
• Candidates living outside of the above locations may be asked to produce a copy of military orders including applicant to be considered for remote or alternate locations.

#HHHProgram

Posting End Date:

6 Apr 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.