OneMain Financial · 3 months ago
Manager - Platform Engineering (ServiceNow)
Baltimore, MD
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expOneMain Financial is seeking a strategically minded, technically fluent Software Engineering Manager to lead and evolve their ServiceNow practice. This high-impact role involves managing a talented team of ServiceNow analysts and engineers to deliver workflows, automations, and integrations that enable partner teams across the enterprise to operate effectively and securely.
CreditFinanceFinancial ServicesInsuranceWealth Management
Responsibilities
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
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
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
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
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
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
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
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
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
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
Qualification
Required
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
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
Benefits
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)
Company
OneMain Financial
OneMain Financial has been offering responsible and transparent loans for over 100 years.
10001+ employees
H1B Sponsorship
OneMain Financial has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$2.9B2025-03-13Post Ipo Debt· $600M
2024-11-04Post Ipo Debt· $900M
2018-01-04Post Ipo Secondary· $1.4B
Leadership Team
Doug Shulman
Chairman and Chief Executive Officer
Recent News
2025-11-08
2025-10-29
Company data provided by crunchbase