Wells Fargo IT Automation: ServiceNow Product Owner IRVING, TX

If you have experience stripping the clunky friction out of enterprise IT service desks, you know that a bad ticketing workflow frustrates everyone. Wells Fargo is looking for a hybrid Business Analyst and Product Owner to bridge the gap between their support teams and tech architects.

Your main goal in this role is to overhaul their End-User Support ecosystem by designing smart, automated ServiceNow workflows, integrating AI, and cleaning up how the bank handles daily tech issues.

The Real-World Job: What You’ll Actually Do

You will not be answering support calls or writing raw code. Instead, you are the architect designing how the support system flows behind the scenes.

• Designing Smart Workflows: You will map out, optimize, and build automated workflows inside ServiceNow. This includes finding areas where AI and automated self-service tools can solve customer and staff problems without needing a human agent to intervene.
• Translating Tech Needs: You’ll run workshops and interviews with stakeholders to dig into operational pain points, then translate those needs into clear user stories and process flows using Jira and ServiceNow Agile tools.
• Supporting the Whole Desk: You’ll act as the functional subject matter expert for both the IT Service Desk (handling standard Tier 1 to Tier 3 support setups, SLAs, and knowledge bases) and Field Technology Services (handling on-site tech dispatch, device assignments, and hardware lifecycles).
• Guiding the Platform Strategy: You will partner closely with developers, administrators, and platform architects to ensure the solutions you design are actually scalable and don’t break core ServiceNow platform standards.
• Managing the Lifecycle: You’ll oversee the full project lifespan, helping guide the build, coordinate User Acceptance Testing (UAT), and run post-production checks to ensure updates deploy smoothly without disrupting daily operations.

The Technical Checklist

Wells Fargo needs someone who already understands platform architecture and can operate comfortably in a fast-paced environment.

The Minimum Baseline:

• 2+ years of experience working with Business Systems Data or a similar engineering framework.
• 2+ years of direct experience supporting ServiceNow platforms inside large enterprise environments.
• Solid, practical experience working within an Agile/Scrum delivery model, including managing backlogs and sprint executions inside Jira.
• A firm grasp of core ITSM modules and ITIL processes (such as Incident, Problem, Change, and CMDB).

What Gives You a Massive Edge:

• An official ITIL Foundation (or higher) certification.
• Certified ServiceNow credentials, such as a Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• Prior experience working on massive digital transformation projects or optimizing Performance Analytics and CMDB governance.
• The ability to easily navigate shifting priorities with minimal supervision.

The Environment and Expectations

This role requires a strong ownership mindset. You need to be just as comfortable talking strategy with business heads as you are talking data flows and system dependencies with backend developers. Because you’re working inside a major financial institution, every workflow you build must adhere to strict internal risk management and regulatory compliance programs.

The position comes backed by an enterprise benefits suite, covering standard medical plans, a 401(k) match, paid time off, parental leave, and tuition reimbursement. Note that this role is not eligible for visa sponsorship.

How to Apply

If you have the unique mix of ServiceNow fluency and product management skills needed to optimize enterprise support tracking, you can find the application steps on the website. Ensure your profile highlights your direct experience with automation and ITSM, as these listings are frequently closed ahead of schedule when a high volume of candidates apply.