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…