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About the job

Why Bank OZK

Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We’re nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We’re investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.

The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits .

Job Purpose & Scope

Serves are the primary liaison between business stakeholders and the ServiceNow platform team. Responsible for gathering, documenting, analyzing, and validating business requirements while ensuring ServiceNow solutions align with organizational objectives, regulatory requirements, and operational needs.

Essential Job Functions

Translates business requirements into epics, user stories, acceptance criteria, and platform enhancements.

Collaborates with ServiceNow management, developers, and administrators to ensure platform solutions meet business objectives and architectural standards.

Monitors platform performance, adoption metrics, utilization trends, and customer satisfaction to identify opportunities for optimization.

Ensures ServiceNow capabilities align with IT governance, operational resilience, asset management, cybersecurity, audit, and regulatory objectives.

Creates process flows, workflow diagrams, gap analyses, knowledge articles, and solution documentation.

Facilitates backlog grooming, sprint planning, sprint reviews, and retrospectives.

Coordinates User Acceptance Testing (UAT), defect tracking, and validation activities.

Regularly exercises discretion and judgment in the performance of essential job functions.

Knowledge, Skills & Abilities

Comprehensive knowledge of product management methodologies and Agile practices.

Comprehensive knowledge of the ServiceNow platform and associated workflows.

Working knowledge of IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and Configuration Management (CMDB) principles.

General knowledge of Information Technology Infrastructure Library (ITIL) v4 or v5 framework.

Ability to establish priorities and manage competing demands across multiple stakeholders.

Ability to communicate effectively both verbally and in writing with technical and non-technical audiences.

Ability to facilitate meetings, workshops, and presentations.

Ability to analyze operational data, identify trends, and develop meaningful recommendations.

Ability to demonstrate excellent organization, critical thinking, problem-solving, and analytical skills.

Ability to work effectively and demonstrate flexibility in a continually changing environment.

Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

Ability to maintain confidentiality.

Skill in Microsoft Office products including Word, Excel, PowerPoint, Outlook, Teams, and Visio.

Basic Qualifications

Bachelor's degree in information technology, business administration, computer science, information systems, or related field, or equivalent work experience, required.

Minimum three (3) years of experience in product management, business analysis, platform management, technology governance, or related discipline, required.

Minimum two (2) years of experience supporting or administering ServiceNow products and capabilities, required.

Professional certification in ServiceNow, ITIL v4, ITIL v5, Agile, Scrum, Product Management, or related discipline, preferred.

Experience with ServiceNow ITSM, ITAM, ITOM, CMDB, Performance Analytics, or Strategic Portfolio Management, preferred.

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation.

Notes: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

This position is not eligible for employer-sponsored work authorization or immigration assistance. Applicants must be able to maintain authorization to work in the United States without current or future sponsorship by Bank OZK.

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.