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 ServiceNows 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 (e.g. Microsoft Adobe Oracle)

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

Innovation and AI-Driven Evolution

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

Education Coaching and Organizational Enablement

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

Qualifications

Education and Experience

Bachelors degree in computer science Information Systems Engineering or a related field; Masters 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

Technical Skills

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

Leadership and Soft Skills

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 Have

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

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912 weve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators our team thrives on transformative digital thinking customer-first energy and flexible work arrangements that grow lives careers and our company. At every level were committed to an inclusive culture career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. Theres never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best we provide opportunities and benefits that make their health and careers a priority. Thats why weve packed our comprehensive benefits package for full- and some part-timers with:

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)

Target base salary range is $140K-$180K which is based on various factors including skills and work addition to base salary this role is eligible for a competitive compensation program that is based on individual and company performance.

OneMain Holdings Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age ancestry citizenship status color creed culture disability ethnicity gender gender identity or expression genetic information or history marital status military status national origin nationality pregnancy race religion sex sexual orientation socioeconomic status transgender or on any other basis protected by law.

Required Experience:

Director