ServiceNow Analyst, Privacy and Compliance

ServiceNow Analyst - Privacy & Compliance

We're seeking a detail-oriented ServiceNow Analyst to ensure Digital Realty's privacy operations run smoothly, meet defined SLAs, and deliver high-quality, defensible outcomes across our global business. In this role, you'll own the day-to-day operational oversight of privacy workflows managed through ServiceNow and related tools, acting as the backbone of our privacy execution model.

You'll partner closely with Legal, Security, IT, and business stakeholders to maintain workflow integrity, reporting accuracy, and continuous improvement across privacy intake, data subject requests, DPIAs, incident workflows, and records of processing.

Oversee end-to-end processing of privacy tickets in ServiceNow (DSRs/DSARs, DPIAs/PIAs, vendor assessments, incidents, ROPA updates) to meet or exceed SLAs.

Act as queue manager by triaging, assigning, escalating, and quality-checking cases prior to closure.

Build, maintain, and enhance ServiceNow dashboards and reports for executive, manager, and analyst visibility.

Monitor SLA performance, queue health, and aging metrics; lead daily/weekly backlog and corrective action reviews.

Produce monthly operational reporting, including trend analysis, root-cause findings, and improvement plans.

Partner with ServiceNow administrators on workflow enhancements, automations, forms, fields, and notifications.

Maintain data taxonomy, picklists, and documentation standards to support accurate reporting and audit readiness.

Support compliance workflows aligned with GDPR, UK GDPR, and CCPA/CPRA timelines and documentation requirements.

Assist with incident intake, evidence collection, and coordination with Legal and Security teams.

Enable stakeholders through training, knowledge base content, templates, and consistent operational guidance.

35 years of ServiceNow-based case management environments, and experience in privacy operations.

Ability to achieve the IAPP CIPM: Certified Information Privacy Manager designation within 18 months of hire.

Hands-on experience with ServiceNow (Privacy, IRM/GRC, Case or CSM modules), including queues, SLAs, and reporting.

Strong analytical skills with the ability to define metrics, analyze trends, and create executive-ready dashboards.

Working knowledge of GDPR/UK GDPR (especially DSAR requirements) and CCPA/CPRA operational obligations.

High attention to detail with strong process discipline and documentation rigor.

Proven ability to collaborate cross-functionally and communicate clearly with technical and non-technical stakeholders.

Experience with DPIA/PIA workflows, ROPA maintenance, vendor risk assessments, or breach triage.

Familiarity with SCCs/TIAs tracking and audit evidence management.

Basic understanding of ServiceNow workflow administration

SQL/Excel/Power BI skills for ad-hoc data analysis deep dives.

Certifications preferred though not required: CIPM, CIPP/E, CIPT, ServiceNow Fundamentals/Reporting.