Lead Software Engineer - Service Now

Job Profile

Position Overview
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.

Key Responsibilities

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

Qualifications & Experience

• 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

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description
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.

Qualifications

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

Certifications No Required Certification(s)

Licenses No Required License(s)

Pay Transparency
Base Salary: $55,000.00 – $158,700.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window
Generally, this opening is expected to be posted for two business days from 04/29/2026, although it may be longer with business discretion.

Benefits
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 .

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [email protected] . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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