Associate Director, ServiceNow Platform Engineering

Associate Director, ServiceNow Platform Engineering Location: Baltimore, MD Apply Job Number R2610-52703 Date posted 10/07/2026

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 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