Technology Service Operations Engineer

Technology Service Operations Engineer

Location: Chicago

About the role

We are looking for a Technology Service Operations Engineer to support the end-to-end technology services behind bp’s global EV charging operations.

Working alongside the EV Technology Support Lead, you will help maintain an accurate view of the technology portfolio, with a primary focus on the US. You will support service operations, systems and application integrations in ServiceNow, access governance, incident management, risk management, and business continuity.

This is a highly collaborative role that connects technology teams, business stakeholders, and external suppliers. It is ideal for someone who enjoys solving operational challenges, improving technology services, and working in a fast-moving global environment.

What you will do

• Support the global EV charging activity model in ServiceNow.
• Manage core services throughout their lifecycle, including onboarding, ongoing operations, SLAs, and decommissioning.
• Support incident and problem management processes, identifying trends, root causes, and appropriate solutions.
• Help ensure incidents and service requests are managed within agreed SLAs.
• Manage and regularly review system access using a least-privilege approach.
• Work with third-party suppliers and participate in service performance and quarterly contract reviews.
• Support risk management activities, including maintaining risk registers, mitigations, preventative actions, and financial exposure information.
• Participate in disaster recovery and business continuity activities, including testing and runbook execution.
• Build strong working relationships with internal stakeholders, technology teams, and external suppliers.
• Represent Technology on project and program boards when needed.
• Document and communicate technology requirements, standards, processes, and plans across the organization.

What you will bring

• Hands-on experience managing ITSM processes, including incident, problem, change, and request management.
• Experience working against SLAs and producing service reports and metrics.
• Experience with ServiceNow ITSM, CSDM, or CMDB is strongly preferred.
• Experience with another ITSM platform may also be considered.
• Understanding of the full service or product lifecycle, from delivery and live operations through retirement.
• Knowledge of disaster recovery, business continuity, or crisis management.
• Strong analytical and problem-solving skills, including the ability to identify trends and root causes across incidents and systems.
• Excellent written and verbal communication skills.
• Ability to build effective relationships with internal stakeholders and external suppliers.
• Experience working in Agile environments and familiarity with Waterfall delivery.
• A practical, collaborative approach and the ability to navigate operational challenges.

Qualifications

• ITIL v4 Foundation certification or higher.

• Familiarity with Agile and Waterfall delivery methodologies.

• Experience with ISO 27001.

• ServiceNow experience is strongly preferred.

• DRM/Nova system qualification is desirable.

• Nice to have

• Experience or knowledge of EV business architecture.

• Interest in electric vehicle technology and emerging technology trends.

• Understanding of security standards and best practices.

• A customer-focused and commercially minded approach.

• Additional information

• This position has no direct reports.

• The role primarily supports teams in the US, Guyana, and the UK, with additional connections across Australia and New Zealand, China, and parts of Europe.

• Flexibility is required to regularly overlap with the UK-based team and occasionally support other regions.

• The successful candidate should be prepared to support incident management outside standard working hours when needed.

• Total Base Pay Range

• 112,000.00 - 208,000.00 USD Annually.

Why join bp:

• At bp, we support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to encouraging an inclusive environment in which everyone is respected and treated fairly.

• There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!

• Travel Requirement

• Negligible travel should be expected with this role

Relocation Assistance:

• This role is not eligible for relocation

Remote Type:

• This position is a hybrid of office/remote working

Skills

• Cloud Platforms, Cloud Platforms, Collaboration, Communication, Configuration management and release, Continuous deployment and release, Creating a high performing team, Database Design, Digital Project Management, Documentation and knowledge sharing, Emerging technology monitoring, Facilitation, Information Security, Mentoring, Metrics definition and instrumentation, NoSql data modelling, Problem Solving, Relational Data Modeling, Risk Management, Scripting, Secure development, Service operations and resiliency, Software Design and Development, Solution Architecture, Source control and code management {+ 5 more}