What are the responsibilities and job description for the Associate Director, ServiceNow Platform Engineering position at OneMain?
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 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
10 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, IntegrationHub, and AI-powered workflows
Demonstrated success in regulated environments with fluency in PCI, SOX, GDPR, and secure data handling (PII, entitlements, encryption)
Experience managing multidisciplinary teams and building stakeholder relationships across operations, business, and compliance domains
Technical Skills
Mastery of ServiceNow modules including ITSM, ITOM (Discovery, Service Mapping), SAM, HRSD, App Engine Studio, and CMDB
Proficient in client/server scripting (JavaScript, Glide APIs), IntegrationHub, Virtual Agent, Flow Designer, and scoped app design
Experience with API-based integration using REST/SOAP, OAuth 2.0, SAML, and MID Server configuration
Familiarity with Git-based CI/CD pipelines, automated testing frameworks (ATF), observability pipelines, and software inventory tools
Strong working knowledge of configuration item lifecycle, license reconciliation logic, entitlement models, and operational analytics
Leadership and Soft Skills
Proven people leader capable of scaling platform delivery while nurturing a collaborative, growth-minded team culture
Exceptional communication and organizational alignment skills across Engineering, Security, Risk, HR, and Business
Adept at influencing without authority, negotiating trade-offs, and translating platform metrics into executive-ready insights
Committed to excellence in execution, strategic prioritization, and relationship-based leadership
Nice to Have
ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-Discovery, CIS-SAM, CIS-HRSD
ITIL v4 and / or TOGAF certification
Experience with Strategic Portfolio Management (SPM), GRC, or Performance Analytics Advanced
Background in enterprise AI adoption or LLM integration strategy
Familiarity with cloud-native architecture, data lakes, and distributed event pipelines
Who we Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we've looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we're committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There's never been a better time to shine with OneMain.
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That's why we've packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Paid time off (15 days' vacation per year, plus 2 personal days, prorated based on start date)
Paid sick leave as determined by state or local ordinance, prorated based on start date
Paid holidays (7 days per year, based on start date)
Paid volunteer time (3 days per year, prorated based on start date)
Target base salary range is $140K-$180K, which is based on various factors including skills and work experience. In addition to base salary, this role is eligible for a competitive compensation program that is based on individual and company performance.
OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.
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 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
10 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, IntegrationHub, and AI-powered workflows
Demonstrated success in regulated environments with fluency in PCI, SOX, GDPR, and secure data handling (PII, entitlements, encryption)
Experience managing multidisciplinary teams and building stakeholder relationships across operations, business, and compliance domains
Technical Skills
Mastery of ServiceNow modules including ITSM, ITOM (Discovery, Service Mapping), SAM, HRSD, App Engine Studio, and CMDB
Proficient in client/server scripting (JavaScript, Glide APIs), IntegrationHub, Virtual Agent, Flow Designer, and scoped app design
Experience with API-based integration using REST/SOAP, OAuth 2.0, SAML, and MID Server configuration
Familiarity with Git-based CI/CD pipelines, automated testing frameworks (ATF), observability pipelines, and software inventory tools
Strong working knowledge of configuration item lifecycle, license reconciliation logic, entitlement models, and operational analytics
Leadership and Soft Skills
Proven people leader capable of scaling platform delivery while nurturing a collaborative, growth-minded team culture
Exceptional communication and organizational alignment skills across Engineering, Security, Risk, HR, and Business
Adept at influencing without authority, negotiating trade-offs, and translating platform metrics into executive-ready insights
Committed to excellence in execution, strategic prioritization, and relationship-based leadership
Nice to Have
ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-Discovery, CIS-SAM, CIS-HRSD
ITIL v4 and / or TOGAF certification
Experience with Strategic Portfolio Management (SPM), GRC, or Performance Analytics Advanced
Background in enterprise AI adoption or LLM integration strategy
Familiarity with cloud-native architecture, data lakes, and distributed event pipelines
Who we Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we've looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we're committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There's never been a better time to shine with OneMain.
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That's why we've packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Paid time off (15 days' vacation per year, plus 2 personal days, prorated based on start date)
Paid sick leave as determined by state or local ordinance, prorated based on start date
Paid holidays (7 days per year, based on start date)
Paid volunteer time (3 days per year, prorated based on start date)
Target base salary range is $140K-$180K, which is based on various factors including skills and work experience. In addition to base salary, this role is eligible for a competitive compensation program that is based on individual and company performance.
OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.
Salary : $140,000 - $180,000