Lead Software Engineer - Service Now

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Lead Software Engineer within PNC's Data and Automation Technology organization, you will be based in Pittsburgh, PA, Strongsville, OH, Dallas, TX, Birmingham, AL, Lakewood, CO or Phoenix, AZ., We are seeking a Lead Software Engineer to own and evolve ServiceNow-driven change, incident, and problem management processes supporting complex technology platforms. This role emphasizes governance, operational discipline, and continuous improvement across enterprise change management, with ServiceNow serving as the system of record. The candidate will partner closely with engineering and platform teams to ensure changes are reviewed, approved and implemented in a controlled manner to protect platform stability and business outcomes., ServiceNow Ownership & Governance

• Act as the functional and technical lead for ServiceNow Change, Incident, and Problem Management processes
• Ensure consistent and compliant use of ServiceNow across engineering and platform teams
• Configure, enhance, and optimize workflows, approvals, forms, and integrations as needed

Change Management Lifecycle

• Manage the full change lifecycle through ServiceNow, including:

o Change reviews

o Risk and impact assessment

o Approval workflows and CAB facilitation

o Implementation scheduling and coordination

o Change validation and formal closure

• Ensure all changes meet documentation, approval, and audit requirements

Incident & Problem Management

• Oversee incident triage and problem investigation using ServiceNow
• Lead or review root cause analysis (RCA) for incidents and failed changes
• Ensure problem records include actionable remediation and prevention plans
• Track recurring issues and systemic risks across platforms

Metrics, Risk & Continuous Improvement

• Define and monitor operational metrics using ServiceNow reporting and dashboards:

o Change success rate

o Failed change and incident trends

o Risk scoring and mitigation effectiveness

• Identify process gaps and drive process improvement initiatives
• Partner with audit, risk, and compliance teams as needed

Collaboration & Communication

• Collaborate with engineering, platform, infrastructure, and business stakeholders
• Translate technical events into clear operational and business-focused communication
• Facilitate decision-making discussions for high-visibility or high-risk changes
• Provide guidance and coaching to teams on effective ServiceNow usage, * Creates and leads the technical design and development of software solutions.
• Proposes & designs software solutions to address complex business needs. Prepares technical and procedural documentation required.
• Facilitates complex problem resolution.
• Provides technical guidance and support to colleagues. Reviews coding, testing, and documentation of software.
• Applies modern principles, methodologies and tools to advance business initiatives and capabilities.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

• Deep hands-on experience with ServiceNow, specifically:

o Change Management

o Incident Management

o Problem Management

• Proven experience managing enterprise change management processes
• Strong background in root cause analysis and risk assessment
• Experience working with production systems and release governance
• Change types (standard, normal, expedited, emergency)
• Reporting, dashboards, and metrics
• Data quality, audit readiness, and controls
• Experience partnering with ServiceNow administrators or development teams

Technical & Platform Background

• ServiceNow ITSM modules (Change, Incident, Problem)
• CI/CD and release processes
• Monitoring and alerting tools
• Familiarity with cloud and platform environments
• Exposure to MLOps, data platforms, or AI systems
• Compliance or regulated environments

Professional & Behavioral Competencies

• Strong collaboration and communication skills
• Ability to influence without authority
• Solid business analysis mindset (impact, tradeoffs, risk)
• Comfortable operating in ambiguous or fast-paced environments
• Process-oriented with a continuous improvement mindset, Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Application Development, Business Management, CI/CD, Customer Solutions, Design, Group Problem Solving, IT Process Improvement, Machine Learning Operations, Process Improvements, Release Management, ServiceNow Platform, Software Solutions, User Experience (UX) Design

Competencies

Application Delivery Process, Application Design, Architecture, Application Development Tools, Application Testing, Packaged Application Integration, System Development Life Cycle, Technical Troubleshooting

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .