Associate Director,ServiceNow Platform Engineering Job Baltimore area,Maryland USA,IT/Tech

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 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 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…

Associate Director, ServiceNow Platform Engineering