ServiceNow Analyst, Privacy and Compliance

About the role

We’re seeking a detail-oriented ServiceNow Analyst to ensure Digital Realty’s privacy operations run smoothly, meet defined SLAs, and deliver high-quality, defensible outcomes across our global business.

Responsibilities

• Oversee end-to-end processing of privacy tickets in ServiceNow (DSRs/DSARs, DPIAs/PIAs, vendor assessments, incidents, ROPA updates) to meet or exceed SLAs.
• Act as queue manager by triaging, assigning, escalating, and quality-checking cases prior to closure.
• Build, maintain, and enhance ServiceNow dashboards and reports for executive, manager, and analyst visibility.
• Monitor SLA performance, queue health, and aging metrics; lead daily/weekly backlog and corrective action reviews.
• Produce monthly operational reporting, including trend analysis, root-cause findings, and improvement plans.
• Partner with ServiceNow administrators on workflow enhancements, automations, forms, fields, and notifications.
• Maintain data taxonomy, picklists, and documentation standards to support accurate reporting and audit readiness.
• Support compliance workflows aligned with GDPR, UK GDPR, and CCPA/CPRA timelines and documentation requirements.
• Assist with incident intake, evidence collection, and coordination with Legal and Security teams.
• Enable stakeholders through training, knowledge base content, templates, and consistent operational guidance.

Requirements

• 3–5 years of ServiceNow-based case management environments, and experience in privacy operations.
• Ability to achieve the IAPP CIPM: Certified Information Privacy Manager designation within 18 months of hire.
• Hands-on experience with ServiceNow (Privacy, IRM/GRC, Case or CSM modules), including queues, SLAs, and reporting.
• Strong analytical skills with the ability to define metrics, analyze trends, and create executive-ready dashboards.
• Working knowledge of GDPR/UK GDPR (especially DSAR requirements) and CCPA/CPRA operational obligations.
• High attention to detail with strong process discipline and documentation rigor.
• Proven ability to collaborate cross-functionally and communicate clearly with technical and non-technical stakeholders.
• Experience with DPIA/PIA workflows, ROPA maintenance, vendor risk assessments, or breach triage.
• Familiarity with SCCs/TIAs tracking and audit evidence management.
• Basic understanding of ServiceNow workflow administration SQL/Excel/Power BI skills for ad-hoc data analysis deep dives.

Qualifications

• Certifications preferred though not required: CIPM, CIPP/E, CIPT, ServiceNow Fundamentals/Reporting.

Skills

• ServiceNow (Privacy, IRM/GRC, Case or CSM modules)
• ServiceNow workflow administration
• SQL/Excel/Power BI for ad-hoc data analysis

Benefits

This role includes:

• Medical, dental, vision, life, and AD&D insurance
• 401k match
• Disability benefits
• Wellness and education benefits
• Employee stock purchase plan
• Paid time off
• Holidays

Pay

$120,000 – $140,000 annually.

Schedule

Full-time.