Manager - Platform Engineering (ServiceNow) at OneMain Financial

OneMain Financial is seeking a strategically minded, technically fluent Software Engineering Manager to lead and evolve our ServiceNow 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 ServiceNow 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 ServiceNow 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 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 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 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

Coach other departments on platform capabilities, form design, automation logic, reporting, and modularization principles

Maintain an internal knowledge repository of templates, scripts, design patterns, and best practices to enable scale and reusability

Support citizen development within safe guardrails, enabling business users to build without risking platform integrity or compliance

Facilitate organization-wide ServiceNow enablement sessions and maintain strategic platform documentation to increase transparency and adoption

Qualifications

Education and Experience

Bachelor's degree in computer science, Information Systems, Engineering, or a related field; Master's preferred

5-7+ years of enterprise IT experience, including 5+ years in direct ServiceNow leadership with cross-functional delivery responsibility

Deep hands-on experience with ITSM, CMDB, ITOM, HRSD, SAM, Integration Hub, and AI-powered workflows

Demonstrated success in regulated environments with fluency in PCI, SOX, GDPR, and secure data handling (PII, entitlements, encryption)
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