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:
8 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
- Third-Party recordings are prohibited unless authorized by Wells Fargo.
- Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Reference Number
R-534320