Senior software engineer - problem management automation and analytics (on-site)

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Regular or Temporary: Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

Please review the following job description:

The Senior Software Engineer designs and delivers scalable software, automation, analytics, and reporting capabilities that improve how Problem Management identifies, analyzes, and eliminates recurring production risk. The engineer works with Problem Management practitioners and enterprise technology teams to convert repetitive manual work, documented procedures, and fragmented analysis into secure, reusable, and governed technology solutions.

Primary areas of focus include eliminating operational toil, automating reactive and proactive Problem Management procedures, strengthening thematic and causal analysis, and developing dashboards and data products using ServiceNow and related enterprise platforms. The engineer builds integrations, workflow automation, analytical tools, and AI-assisted capabilities that reduce cycle time, improve data quality, strengthen control effectiveness, and help teams identify recurring failure patterns earlier.

The role requires strong software-engineering fundamentals combined with an understanding of enterprise technology operations, reliability, observability, and IT service management. The engineer will work across Problem Management, Incident Management, Event Management, architecture, data, platform, and operational teams to deliver secure, supportable, auditable, and production-ready solutions.

For this opportunity: Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.)

*** Role is NOT remote ***

*** In office expectations are 5 days per week. ***

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Implements software architecture and engineering approaches for complex initiatives within the job area, contributing to technical plans and working to achieve operational targets with major impact on results.
• Adopts and refines advanced software engineering standards, practices, and governance mechanisms for the job area, influencing how multiple teams improve quality, reliability, and delivery.
• Collaborates with senior engineers, product partners, and architecture teammates to shape technology approaches for the domain, providing deep technical insight and proposing solution patterns that inform local roadmaps and priorities.
• Leads the end-to-end technical design and implementation of scalable, secure, and highly available software solutions for the job area, producing patterns and examples that other technical professionals can follow.
• Independently troubleshoots and resolves complex technical issues in the area of responsibility, designing innovative architectures and performance, reliability, and scalability improvements that advance business objectives.
• Provides ongoing technical guidance, coaching, and training to other engineers, delegating and reviewing work from lower-level technical professionals and raising the technical bar through design reviews and knowledge sharing.
• Evaluates emerging technologies and techniques relevant to the job area, building prototypes and solution concepts that contribute measurable input into new features, products, or capabilities.
• Contributes to the development of long-term technical goals and plans for the area of responsibility through well-reasoned recommendations, design proposals, and implementation experience.
• Leads large or complex initiatives within the job area, coordinating and delegating technical work that may span outside the immediate team, and ensuring cohesive, high-quality outcomes with limited supervision.

Qualifications

Required Qualifications

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Computer Science, Software Engineering, a related field, or equivalent education, training, and work-related training.
• Minimum of 7 years of professional experience in software development.
• Deep knowledge of multiple programming languages, software architecture, and design principles.
• Deep understanding of software development lifecycle, testing, deployment, and security practices.

Preferred Qualifications

• Strong professional experience developing production-grade software using Python, Java, or TypeScript, with the ability to select the appropriate language and design pattern for the solution.
• Hands-on experience designing and integrating REST APIs, webhooks, asynchronous processes, event-driven services, and scalable backend systems.
• Experience developing secure cloud-native solutions using AWS or comparable enterprise cloud platforms.
• Experience with ServiceNow, including APIs, reporting, dashboards, workflow integration, data models, and development against enterprise ITSM data.
• Experience automating manual procedures, operational workflows, data collection, validation, routing, reconciliation, reporting, or control activities.
• Experience with modern software delivery practices, including Git, CI/CD pipelines, automated testing, code review, security scanning, release controls, monitoring, and production support.
• Experience building dashboards, analytical applications, data visualizations, or decision-support tools that translate operational data into actionable insights.
• Working knowledge of Problem Management, Incident Management, Major Incident Management, Event Management, root cause analysis, corrective actions, operational controls, or related ITSM practices.
• Experience developing analytical methods that identify patterns, recurring conditions, causal relationships, risk concentrations, and systemic improvement opportunities across large operational datasets.
• Familiarity with observability and operational platforms such as Splunk, Dynatrace, xMatters, or equivalent technologies.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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