Manager - Platform Engineering; ServiceNow

One Main Financial is seeking a strategically minded, technically fluent Software Engineering Manager to lead and evolve our Service Now practice. This is a high-impact role that sits at the intersection of operations, automation, digital transformation and operational excellence.

As an ideal candidate, you will be responsible for managing and scaling a talented team of Service Now analysts, engineers and specialists while positioning the platform as a strategic enabler for partner teams across the enterprise such as Prod Ops, App Dev, EA, IAM, HR, Legal, Compliance, Facilities, Procurement, Finance, Cyber.

Rather than owning functional delivery in those domains, your responsibility will be to ensure the Service Now platform, and the team deliver the workflows, automations, integrations, insights, and AI-driven enhancements these teams need to operate effectively, securely, and at scale.

This role blends architecture, delivery, platform expertise, and human leadership and demands a passion for leveraging enterprise platforms to modernize how services are requested, fulfilled, governed, improved and automated.

Key Responsibilities

Production Operations Enablement via Service Now

· 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: Big Panda, Ops Ramp, 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 Service Now 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 App Dev teams through self-service intake, standardized infrastructure request catalogs, and approval routing for Dev Sec Ops  processes

· Integrate with Git Hub, Jenkins, Azure and AWS to automate infra chanfes, 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 Dev Ops 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 Service Now catalog and Flow Designer

· Integrate Service Now 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

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