Associate Director, ServiceNow Platform Engineering

OneMain Financial • Baltimore, MD

35d • $140,000 - $180,000 • Hybrid

About The Position

This role is responsible for enabling various teams, including Production Operations, Enterprise Architecture, Application Development, Identity and Access Management, HR Service Delivery, Cybersecurity, Risk, and Compliance, through the strategic use and development of the ServiceNow platform. The position involves driving operational efficiency, aligning with enterprise architecture, accelerating application development, supporting IAM lifecycles, integrating HR services, enabling cybersecurity and compliance, managing IT Operations Management (ITOM) and IT Asset Management (ITAM), and leveraging innovation and AI capabilities within ServiceNow. The role also includes educating and coaching teams on platform capabilities and best practices.

Requirements

• Bachelor’s degree in computer science, Information Systems, Engineering, or a related field; Master’s preferred
• 10+ years of enterprise IT experience, including 5+ years in direct ServiceNow leadership with cross-functional delivery responsibility
• Deep hands-on experience with ITSM, CMDB, ITOM, HRSD, SAM, IntegrationHub, and AI-powered workflows
• Demonstrated success in regulated environments with fluency in PCI, SOX, GDPR, and secure data handling (PII, entitlements, encryption)
• Experience managing multidisciplinary teams and building stakeholder relationships across operations, business, and compliance domains
• Mastery of ServiceNow modules including ITSM, ITOM (Discovery, Service Mapping), SAM, HRSD, App Engine Studio, and CMDB
• Proficient in client/server scripting (JavaScript, Glide APIs), IntegrationHub, Virtual Agent, Flow Designer, and scoped app design
• Experience with API-based integration using REST/SOAP, OAuth 2.0, SAML, and MID Server configuration
• Familiarity with Git-based CI/CD pipelines, automated testing frameworks (ATF), observability pipelines, and software inventory tools
• Strong working knowledge of configuration item lifecycle, license reconciliation logic, entitlement models, and operational analytics
• Proven people leader capable of scaling platform delivery while nurturing a collaborative, growth-minded team culture
• Exceptional communication and organizational alignment skills across Engineering, Security, Risk, HR, and Business
• Adept at influencing without authority, negotiating trade-offs, and translating platform metrics into executive-ready insights
• Committed to excellence in execution, strategic prioritization, and relationship-based leadership

Nice To Haves

• ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-Discovery, CIS-SAM, CIS-HRSD
• ITIL v4 and / or TOGAF certification
• Experience with Strategic Portfolio Management (SPM), GRC, or Performance Analytics Advanced
• Background in enterprise AI adoption or LLM integration strategy
• Familiarity with cloud-native architecture, data lakes, and distributed event pipelines

Responsibilities

• Enable Production Operations teams through ideal and out-of-the-box workflows for Incident, Problem, Change, Request, and Knowledge Management.
• Reduce response times and manual triage by integrating observability, logging and alerting platforms into automated incident creation and enrichment workflows.
• Provide support managers with role-specific dashboards for SLA adherence, outage impact, post-incident reviews, and change performance analytics.
• Enable operational resilience through risk-informed Change Management, blackout enforcement, CAB automation, and CI/CD integration for deployment tracking.
• Drive root cause transparency through structured After-Action Review templates, automated incident-to-knowledge conversion, and trend visualization.
• Provide architecture and engineering teams with a governed, extensible platform for business service modeling, data normalization, and shared system-of-record usage.
• Support reference architecture principles by exposing reusable applications, integration stubs, and approval workflows for internal toolchain automation.
• Align ServiceNow with enterprise data architecture by maintaining well-modeled CMDB constructs and supporting dynamic service maps and relationship visualizations.
• Deliver telemetry and performance KPIs for architectural analysis, including service stability, request friction points, and fulfillment efficiency metrics.
• Enable AppDev teams through self-service intake, standardized infrastructure request catalogs, and approval routing for DevSecOps processes.
• Integrate with GitHub, Jenkins, Azure and AWS to automate infra changes, deployment approvals, and rollbacks.
• Reduce administrative overhead by offering prebuilt fulfillment automations for DNS, firewall, storage, and developer tooling provisioning.
• Collaborate with platform engineers to publish DevOps dashboards integrating release events, incident patterns, and CI performance metrics.
• Provide IAM Ops and IAM Engineering with secure, auditable access request workflows through ServiceNow catalog and Flow Designer.
• Integrate ServiceNow with identity providers to synchronize lifecycle events such as provisioning, deactivation, certification, etc.
• Empower access reviewers with entitlement visibility, approvals, audit logs, and change histories.
• Enforce least-privilege models, RBAC/ACL configurations, and role-scoped approvals to support both operational access and audit compliance.
• Collaborate with HR teams to scale HRSD capabilities for onboarding, offboarding, case management, document workflows, and sensitive data handling.
• Integrate with Workday and internal systems for seamless lifecycle event triggers and role-based task assignments.
• Build and maintain the Employee Center experience, unifying cross-departmental services under a branded, personalized self-service experience.
• Enable HR partners with dashboards to monitor case volume trends, and sentiment feedback across service areas.
• Ensure proper protection of PII and other sensitive HR data through scoped apps, ACLs, encryption, and retention enforcement.
• Equip Cyber and GRC teams with automation pipelines, policy attestation workflows, and operational risk tracking using native GRC modules or integrated solutions.
• Ingest endpoint telemetry, vulnerability feeds, and access alerts into ServiceNow for risk enrichment and event correlation.
• Deliver PCI and PII compliant controls for all data flows within ServiceNow, including access reviews, encryption, role scoping, and audit logging.
• Provide real-time visibility into platform access, role assignments, configuration changes, and audit trails for internal and external compliance teams.
• Serve as the enterprise enabler of CMDB strategy by delivering a reliable, normalized, and automatically maintained configuration database.
• Deploy and govern Discovery schedules and MID Server architecture in partnership with infrastructure teams to maintain accurate infrastructure and network topology.
• Collaborate with application and architecture teams to implement dynamic Service Mapping, ensuring alignment between technical infrastructure and business services.
• Support Production Operations, Change Management, and Incident Response by integrating CMDB with alerting, impact analysis, and root cause automation workflows.
• Maintain CI lifecycle governance policies including data certification, reconciliation, relationship integrity, and class modeling to ensure CMDB becomes a source of operational truth.
• Provide service owners and application leads with visualized service maps, relationship health monitoring, and data quality dashboards.
• Partner with Procurement, Finance, and Engineering to scale ServiceNow’s ITAM capabilities across hardware, software, and cloud assets.
• Integrate ServiceNow with inventory systems, endpoint management platforms, and cloud discovery sources to enable full lifecycle visibility.
• Deploy and optimize Software Asset Management (SAM) Pro to reconcile license entitlements vs. usage across vendors.
• Automate PO ingestion, contract mapping, and reclamation workflows to drive down shelfware, over-licensing, and underutilization.
• Enable cost optimization and renewal forecasting through dashboards and reports highlighting compliance gaps, renewal timing, and usage trends.
• Collaborate with Cloud and FinOps teams to track cloud resource inventory, link to services in CMDB, and associate consumption to asset and business context.
• Establish ServiceNow as the foundational hub for AI-first service delivery, leveraging its GenAI and predictive intelligence capabilities.
• Embed Generative AI in workflows such as Virtual Agent (NLU), intelligent categorization, incident summarization, and proactive knowledge suggestions.
• Partner with AI and Data teams to pilot ServiceNow LLM integrations and external prompt frameworks for intelligent form completion and workflow guidance.
• Define responsible AI guardrails for explainability, auditability, and human oversight, ensuring enterprise-readiness across use cases.
• Measure AI effectiveness using platform-specific KPIs including resolution time reduction, Tier-0 deflection rates, and automation coverage.
• Influence internal strategy by providing feedback on the evolving ServiceNow AI roadmap, use-case viability, and internal deployment timelines.
• Lead the education and development of ServiceNow talent for analysts, engineers, and architects through structured skill growth frameworks.
• Coach other departments on platform capabilities, form design, automation logic, reporting, and modularization principles.
• Maintain an internal knowledge repository of templates, scripts, design patterns, and best practices to enable scale and reusability.
• Support citizen development within safe guardrails, enabling business users to build without risking platform integrity or compliance.
• Facilitate organization-wide ServiceNow enablement sessions and maintain strategic platform documentation to increase transparency and adoption.

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date)
• Paid sick leave as determined by state or local ordinance, prorated based on start date
• Paid holidays (7 days per year, based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)

What This Job Offers

• Job Type: Full-time
• Career Level: Director