Principal Engineer I - AIOps ServiceNow Contractor

Western Alliance Bancorporation · Phoenix

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Job Title:

Location:

Block 23

What you'll do:

As a Principal Engineer I for ServiceNow AIOPS, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant, and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining requirements and objectives of targeted solutions. As a Principal Engineer I, you also facilitate dialogue and activities, and work to ensure team collaboration including teams outside of your domain. You'll develop effective presentations and narratives for IT audiences. In this role, you'll also develop the technical skills of one more junior engineers.

Define the multi-year roadmap for ServiceNow AIOps/ITOM, aligned to business SLAs, SRE objectives, and platform governance.
Architect event correlation, noise reduction, anomaly detection and root cause workflows leveraging ServiceNow Event Management, Predictive AIOps, and Health Log Analytics.
Establish design patterns for service maps and dependency models using CMDB, Discovery, and Service Graph.
Lead build-out and optimization of Event Management, Cloud Observability, Metric Intelligence, and Log Analytics (including parsers, classifiers, deduplication).
Implement automation for enrichment and remediation (Flow Designer, Orchestration, IntegrationHub, custom actions) and guide “self-healing” runbooks.
Integrate ServiceNow with monitoring/logging tools (e.g., Dynatrace, AppDynamics, Datadog, New Relic, Splunk, Elastic), cloud providers (AWS/GCP/Azure), and messaging/ITSM systems.
Build the solution design for ServiceNow AIOPS efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible.
Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives.
Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners.
Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT.

What you'll need:

8+ years of related experience in enterprise IT Operations/Observability with deep hands-on ServiceNow ITOM/AIOPS experience
Proven delivery of Event Management, Predictive AIOps, Health Log Analytics, Metric Intelligence, and Discovery/Service Mapping at scale.
Strong architecture skills across CMDB modeling, data pipelines, and large-scale alert/event processing.
Hands-on with IntegrationHub, Flow Designer, MID Server, REST/SOAP APIs, and scripting (JavaScript) in ServiceNow.
Experience integrating with modern observability stacks (Dynatrace, Datadog, AppDynamics/New Relic, Splunk/Elastic) and cloud-native telemetry (CloudWatch, Azure Monitor, Stackdriver).
Solid understanding of SRE/ITIL practices (incident/problem/change), reliability engineering, and automation-first operations.
Certified System Administrator (CSA)
Certified Implementation Specialist – ITOM (Event Mgmt, Discovery, Service Mapping)
ServiceNow Micro-Certs for AIOps/Health Log Analytics/Cloud Observability
Certified Application Developer (CAD) (nice-to-have)
Bachelor's degree in related field required; Masters or MBA in related field preferred.
Previous leadership experience preferred.
Advanced to expert knowledge of general Financial Services or Banking is preferred.
Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
Advanced to expert experience in leading cross-functional teams and managing multiple projects simultaneously with an established expertise in one or more key domains of the bank (Deposits, Loans, Operations or Reporting)with the ability to walk-through top-level process design. Capable of working with regulatory partners like the CFPB, OCC and FRB through audits and collaboration efforts as situations arise.
Advanced to expert familiarity with the capability model across IT and the applications and infrastructures available for engagement in solutioning across the bank to develop results that leverage existing capabilities in addition to implementing new solutions when required. Experience in the design, enhancement, and compliance to all governance frameworks across the IT organization to ensure proper compliance to published procedures and standards.
Advanced speaking and writing communication skills.

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands — Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank — that remain part of the company’s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

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