ServiceNow Implementation and Support - AVP

Responsibilities

• Manage ServiceNow ITSM modules including incident, problem, change, knowledge, and known error
• Create advanced reports and dashboards to perform technical and trend analysis
• Administer Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory
• Support Citrix Virtual Desktop, Citrix Workspace, and Microsoft Virtual Desktop environments
• Utilize PowerShell and command line scripting for Windows environment troubleshooting
• Troubleshoot network fundamentals including TCP/IP, DNS, VPN, firewalls, and proxies
• Resolve Microsoft 365 Suite issues involving Outlook, Teams, SharePoint, and OneDrive
• Collaborate with offshore and global IT infrastructure teams to ensure service delivery

Requirements

• Bachelor's degree in Computer Science or a related field
• ITIL v3/2011 Foundation certification (advanced certification in Service Operations preferred)
• Proven experience in IT delivery services within a large organization
• Deep understanding of ITSM processes such as configuration, release, and availability management
• Proficiency in Windows operating systems and network troubleshooting
• Strong analytical skills with the ability to use data-driven techniques for decision-making

Preferred Qualifications

• Experience working within the banking or finance industries
• Experience in a highly regulated industry
• Six Sigma or COBIT certification
• Familiarity with Linux/Unix environments
• Knowledge of ACD tools such as Avaya or Cisco
• Experience with remote support tools like RDP, VDI Shadowing, or Bomgar

About the Company

Mitsubishi UFJ Financial Group (MUFG) is one of the world’s leading financial groups, comprising 150,000 colleagues globally. We are committed to building long-term relationships, serving society, and fostering sustainable growth. At MUFG, we prioritize a culture of innovation, inclusion, and putting people first to become the world's most trusted financial group.