Manager - Platform Engineering; ServiceNow

Position: 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

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 Service Now for risk enrichment and event correlation

Deliver PCI and PII compliant controls for all data flows within Service Now, including access reviews, encryption, role scoping, and audit logging

Provide real-time…