The Role
Designs, implements, and maintains ServiceNow Platform Analytics, reporting, dashboards, performance indicators, and CMDB solutions. Develops scripts and database views, ensures data accuracy, establishes analytics governance, supports automation and process improvement, and collaborates with stakeholders and engineering teams. The role also provides training, documents processes, addresses root causes, supports audits and regulatory controls, and mentors teams on ServiceNow analytics and CMDB practices.
Summary Generated by Built In
Overview:
Primary Responsibilities:
Education and Experience Required:
Education and Experience Preferred:
Responsibilities involve designing, implementing, and maintaining ServiceNow Platform Analytics and Reporting solutions to drive strategic and accurate decision making, with a focus on CMDB performance health and KPI/Metrics.
Primary Responsibilities:
- Design and implement advanced Platform Analytics solutions including custom reports, visualizations and interactive dashboards within ServiceNow
- Create and maintain various types of ServiceNow performance indicators, breakdowns, targets, widgets and dashboards, as specified by business partners and other related teams
- Create/modify scripts and database views for use in analytics
- Collaborate with stakeholders and other technological teams to understand and document their needs and requirements.
- Identify and manage opportunities for analytics improvement initiatives
- Establish and maintain a platform-wide governance framework for ServiceNow Platform Analytics
- Ensure the technical environment for dashboards are available and functioning as needed (i.e., appropriate Report Sources or Database Views)
- Mentor the organization of Platform Analytics services, concepts, policies, and procedures, including training for applicable groups
- Ensure the accuracy and completeness of CMDB data, addressing errors and identifying root causes and assist in developing solutions with engineering staff.
- Identify opportunities for process improvement and automation within the CMDB and related processes.
- Assist in documenting CMDB processes when needed as well as providing training to other technical staff and management
- Adhere to M&T internal control standards, including participation of internal and external audit points together with any issues raised by external regulators as applicable.
- Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
- Promote an environment that supports diversity and reflects the M&T Bank brand.
Education and Experience Required:
Combined minimum of 6 years’ higher education and/or work experience in systems design, management and/or architecture.
Education and Experience Preferred:
Bachelor’s degree in Computer Science or Computer Engineering
Minimum 4 years’ professional experience in a technical engineering position involving infrastructure design technologies, data management and interchange, system design and/or development for complex applications
- Ability to translate complex business and functional requirements into structured high-quality implementations using any variety of industry standard approaches
- Advanced technical and analytical skills
- Advanced problem solving and troubleshooting skills, including identification of root causes
- Advanced knowledge and advanced expertise in industry and/or vendor technologies
- Able to solicit, gather, document, and analyze system specifications and requirements
- Ability to work independently and collaboratively with others in a team environment
- Ability to use effective facilitation skills and techniques to elicit and review requirements from a diverse range of stakeholders and group size
- Understanding of how supported technologies interact with other systems and services
- Excellent written and verbal communication skills
- Effective influencing skills
- Process-oriented, adaptable, logical thinker
- Able to learn independently and quickly in a rapid pace environment
- Knowledge of ServiceNow development techniques and JavaScript
- Knowledge of the ServiceNow CMDB processes and functions, including Discovery and HAM/SAM
- Experience with data modeling, metrics, KPI and KRI
- Understanding of data visualization principles (effective charts and story telling with data)
- Familiarity of agile principles a plus
- Strong understanding of ServiceNow CMDB concepts, ITIL processes, and automation technologies
- Experience with other BI tools a plus
- Completed ServiceNow training in System Administrator/Platform Analytics/Discovery/HAM/SAM
Skills Required
- Combined minimum of 6 years of higher education and/or work experience in systems design, management, and/or architecture
- Minimum 4 years of professional experience in a technical engineering position involving infrastructure design technologies, data management and interchange, system design, and/or complex application development
- Ability to translate complex business and functional requirements into structured, high-quality implementations
- Advanced technical and analytical skills
- Advanced problem-solving and troubleshooting skills, including root-cause identification
- Advanced knowledge and expertise in industry and/or vendor technologies
- Ability to solicit, gather, document, and analyze system specifications and requirements
- Ability to work independently and collaboratively in a team environment
- Effective facilitation skills for eliciting and reviewing requirements with diverse stakeholders
- Understanding of how supported technologies interact with other systems and services
- Excellent written and verbal communication skills
- Effective influencing skills
- Knowledge of ServiceNow development techniques and JavaScript
- Knowledge of ServiceNow CMDB processes and functions, including Discovery and HAM/SAM
- Experience with data modeling, metrics, KPIs, and KRIs
- Understanding of data visualization principles, including effective charts and data storytelling
- Strong understanding of ServiceNow CMDB concepts, ITIL processes, and automation technologies
- Bachelor’s degree in Computer Science or Computer Engineering
- Familiarity with agile principles
- Experience with other business intelligence tools
- Completed ServiceNow training in System Administrator, Platform Analytics, Discovery, HAM, and/or SAM
M&T Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about M&T Bank and has not been reviewed or approved by M&T Bank.
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Retirement Support — Retirement benefits are positioned as a strong pillar, including a 401(k) match and the possibility of an additional employer contribution, plus access to an employee stock purchase plan.
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Leave & Time Off Breadth — Time-off offerings are framed as competitive, with a flexible PTO approach and paid volunteer time called out as a meaningful add-on to standard leave.
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Wellbeing & Lifestyle Benefits — Wellbeing support appears comparatively robust, highlighted by mental-health therapy/coaching sessions and broader wellness programming alongside community-oriented perks.
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The Company
What We Do
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.
