ServiceNow Data Operating, Associate

About this role

Overview:

We are seeking Process Engineers who like to innovate, solve sophisticated problems and who are passionate about data & analytics. We recognize that strength comes from diversity, and will embrace your outstanding skills, curiosity, and passion while giving you the opportunity to grow technically and as an individual.

We invest and protect over $11 trillion (USD) of assets and have an extraordinary responsibility to our clients all over the world. Our technology empowers millions of investors to save for retirement, pay for college, buy a home, and improve their financial well-being.

Being a technologist at BlackRock means you get the best of both worlds: working for one of the most sophisticated financial companies and being part of a software development team responsible for next generation technology and solutions.

What are Aladdin Data and Solutions Engineering

• Aladdin relies on data; analyzing and gaining insights from it is crucial for our uniqueness. Aladdin Data team is responsible for the data ecosystem within BlackRock. We strive to build a ground-breaking data platform offering high-quality data for users, including investors, operations teams, and data scientists. We focus on evolving our platform to deliver exponential scale to the firm, powering the future growth of Aladdin.

• Solutions Engineering team at BlackRock get to experience working at one of the most recognized financial companies in the world while being part of a broader Aladdin Data software development teams responsible for next generation technologies and solutions. Our engineers design and build large scale analytics data pipelines, process integrations for computation processes, and distributed systems. Additionally, they proactively identify process inefficiencies and implementing solutions to enhance productivity and accuracy.

Key Responsibilities:

• Leverage ServiceNow expertise to ensure full adoption of the platform through well-designed workflows and configurations. Translate business needs into ServiceNow solutions. work with stakeholders to understand requirements, design and improve processes, and ensure solutions are implemented effectively. This involves gathering and documenting requirements, collaborating with developers, and testing solutions to ensure they meet business objectives.

• Identifying bottlenecks, streamlining workflows, and automating tasks using ServiceNow. coordinating across teams, and understanding required enhancements to be incorporated through the Snow development teams.

• Testing solutions in pre-production environments to ensure they meet documented requirements and acceptance criteria.

• Documenting requirements, process flows, and test cases.

• Contribute to strategic ServiceNow initiatives across business, data, and technology streams, with a focus on addressing inefficiencies and driving automation. Define and meet key requirements, including performance metrics (e.g., MTTs), SLA compliance, and escalation handling.

• Encourage teamwork among different departments - incident/problem managers, business collaborators, and developers to carry out project-specific quality assessments and handle various tasks. Ensure optimal utilization of ServiceNow and contribute insights to support the implementation of effective workflows.

• Incident Management (ITSM Module)– ITIL background Experience with logging, prioritizing, and resolving incidents and problems within ServiceNow.

• Customer Service Management (CSM Module) – Hands on experience with CSM and FSO module for raising cases and handling customizations.

• Use ServiceNow capabilities to proactively communicate pending incidents and problems to collaborators, ensuring they are kept informed throughout the resolution process to support an effective IPR workflow.

• Innovate- Initiate and drive platform and process innovations to support new business needs, minimize risk, enhance quality, and navigate the changing requirements.

• Superb communication skills to interact with users and provide support.

• Creating Dashboards / Reports as per the requirements on ServiceNow.

• Ensure compliance of incident and problem tickets across functions, with a focus on thorough grooming and resolution of all incident tickets through to closure.

• Outstanding performance in building and maintaining good relationships with interface teams.

• Assisting users with platform usage and providing training across functions on ServiceNow for efficient ITIL framework utilization.

• Collaborate with stakeholders to enhance incident, problem, and change management processes, ensuring their effective implementation in ServiceNow. Promote consistent use of ServiceNow for raising and tracking incidents and problems across all teams.

Qualifications:

• BTech + MBA/PGDBA from reputed institute with good knowledge of analytical concepts. BTech + CFA (level 2) will be a preferred candidature.

• 3-5 years ITIL certification – Incident Management with ServiceNow expertise

• 3-5 years CSM certification – Customer Service Management with ServiceNow expertise

• Good to have certified system administrator / application developer in Service Now

• Experience of implementation / customization on ServiceNow

• Experience in agile methodology & scrum master calls.

• Strong technical background with knowledge of SQL, UNIX. Python/Tableau/PowerBI

• Excellent problem-solving, critical-thinking skills and an ability to identify problems, design and articulate solutions to implement change.

• Knowledge of financial products in Fixed Income, Equities and Derivatives, and familiarity with Risk analytics such as Durations, Spread, Beta and VaR would be an advantage.

• Be a ‘Student of the Markets and Technology’ by following the global markets to understand how macro-economic factors can affect the analytics and harness the technology to seek critical problems.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.