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Senior Manager, Configuration Analyst

Fidelity

Fidelity

IT
Westlake, TX, USA · Merrimack, NH, USA · Boston, MA, USA · Albuquerque, NM, USA · smithfield, ri, usa
Posted on Apr 17, 2025

Job Description:

The Role:

The Senior Manager, Configuration Analyst will be the primary focal point for delivering on ServiceNow configuration enhancements and simple ServiceNow development requirements. The role sits within a Business Analyst and Product Lead team that oversees Product Roadmap strategic deliverables while also managing day to day enhancements and fixes in a highly dynamic and fast paced environment. The role also requires proficiency in process optimization, data analytics, and project management.

In This Role, You Will:

  • Facilitate the requirements, design, testing, and delivery of projects and system enhancements while representing partner interests.

  • Ensure the accurate collection, control, processing, and maintenance of confidential candidate and employee record data.

  • Have the opportunity to work across various Fidelity teams and on future GSI technology initiatives.

  • Work across business and technology teams to deliver modernized and optimized systems that support Fidelity Investigators and partner teams including Talent Acquisition, Human Resources, Legal, Regulatory and Compliance.

  • Be focused on enhancing the digital pre-hire background experience for all Fidelity candidates while also modernizing the Internal Investigation and Threat Management case management tools.

  • Collaborate with business and technology partners to tackle issues, design and deliver process improvements; and provide ongoing support in a fast-paced agile environment.

  • Craft detailed use cases and stories that will ensure accurate and timely execution of the vision articulated by the Product Lead.

  • Your interactions with the team will model Fidelity leadership principles to sustain an agile, innovative culture that creates a positive environment for all team members.

  • You will form a close and highly valued relationship with the Operational Leads of each Investigation team (Backgrounds, Internal, Threat) and their team members to partner on the delivery of defect fixes and future state feature / functionality enhancements.

  • You will demonstrate highly honed skills in ServiceNow configuration and proficient skills in simple ServiceNow development, data analytics, process optimization and project management.

The Expertise, Experience and Skills We Are Looking For:

  • Experience with workflow configuration in ServiceNow

  • Experience with requirements definition, documentation, and refinement

  • Experience with end-to-end test planning and execution

  • Experience in a fast paced, agile environment

  • Experience in analyzing, mapping and improving process flows

  • Experience in basic project management

  • Experience in data collection, organization and analysis

  • Experience with JIRA and Agile tools and processes

  • Experience in using ServiceNow to implement portals and collaborative solutions

  • Experience creating properties, business rules, and client scripts in ServiceNow, to include code migration between instances

  • A track record that demonstrates successful implementation of ServiceNow in an enterprise environment

  • Ability to analyze business requirements / problems and leverage ServiceNow capabilities to address those problems

  • Strong analytical and critical thinking skills, with high attention to detail

  • You are analytical, a critical thinker and technically savvy

  • Your social / communication skills are a key strength

  • You are highly organized and the ability to prioritize work while under tight deadlines

  • You understand the importance of being meticulous complemented by a high degree of accuracy

  • You demonstrate good business judgment and have a keen ability to build and influence relationships

  • You are an initiative-taking collaborator who works independently while thriving in small team environments

  • Your diligence consistently generates high quality output and is a priority in your daily work

  • Bachelor’s degree or equivalent work experience

  • A minimum of 3-5years Business / Systems Analyst experience

  • 4+ years of experience using ServiceNow's features to customize, develop, and configure solutions that achieve business unit needs

The Purpose of Your Role and Value Delivered:

This role will be highly relied upon to:

  • Upskill / train other Analysts in ServiceNow Configuration related capabilities and work

  • Lead and deliver end to end implementation of ServiceNow enhancements and defects

  • Research and advise on existing and upcoming capabilities of ServiceNow

  • Research and implement solutions to incidents and requests

  • Update standards and procedures documentation as required

  • Create automated test scripts for use in future upgrade releases

  • Proactively provide valuable insight by partnering with our business partners to find opportunities for continuous improvement.

Note: Fidelity is not providing immigration sponsorship for this position

The Team

Fidelity’s Global Security and Investigations (GSI) Business Unit is undergoing several technology and process modernization initiatives leveraging ServiceNow as the case management and process support platform. This role is a key position on the Global Security Program Management team, within GSI, supporting the implementation and ongoing support of ServiceNow scope applications for Fidelity’s new global Background Investigation case management cloud-based platform and Fidelity’s modernized Internal Investigations and Threat Management case management systems.

Certifications:

Category:

Business Analysis

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.

If you would like to request an accommodation, please contact us at:

accommodations@fmr.com

Apply

Join us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

Benefits
Learning & development
Culture

Benefits that adapt to everything life sends your way

401(k) with company match

Medical, dental, vision and prescription drug coverage

16-week maternity leave & 12-week parental leave

Student loan assistance

Fidelity is invested in you

Committed to Professional Development

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.

Continuing Education & Training

  • Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
  • Video-based training for technology, leadership, management & more.
  • Ongoing skills development and coaching opportunities.
  • Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
  • A range of talent development programs to support career mobility.

Mentoring

  • Utilize the skills of experienced leaders to enrich your career.
  • Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
  • An open atmosphere of knowledge sharing and collaboration.
  • Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.

Our Commitment to Diversity and Inclusion

"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments

At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.

Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.

These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.

  • Over 22K employees participate in an affinity group.
  • Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
  • 74% increase in affinity group memberships over the last three years.

Giving Back to Our Communities

Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.

Fidelity Cares

  • Provides associates with opportunities to actively volunteer and share their talents.
  • Hosts numerous company-wide volunteer events (in-person and virtual).
  • Partners with nonprofit organizations to support our local communities.
  • More than 12,000 associates donate time annually – from interns to SVPs.
  • Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.

Fidelity Charitable®

  • Created to make it easy for people to support charitable organizations they care about.
  • Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
  • Supported more than 300,000 unique charities around the world.
  • Since its inception, more than $42 billion has been given to public charities.

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