Associate Director, ServiceNow Platform Engineering

Key Responsibilities Production Operations Enablement via ServiceNow •            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 (Ex: BigPanda, OpsRamp, Elastic, Datadog, grafana, etc) 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. Enterprise Architecture and Platform Strategy Alignment •            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 Application Development Support and Automation Acceleration •            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 Identity and Access Management Lifecycle Support •            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 HR Service Delivery and People Systems Integration •            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 Cybersecurity, Risk, and Compliance Enablement •            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 IT Operations Management (ITOM): CMDB, Discovery, and Service Mapping •            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 IT Asset Management (ITAM): Hardware, Software, and Cloud Visibility •            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 vend