ServiceNow Analyst, Privacy and Compliance

Digital Realty; Boston (MA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Job summary

Digital Realty is seeking a detail-oriented ServiceNow Analyst to oversee privacy workflows across our global operations. You will manage day-to-day privacy tickets, ensure SLA adherence, and partner with Legal, Security, IT, and business teams to maintain workflow integrity and reporting accuracy.

You will also build dashboards, monitor SLAs, and drive continuous improvement in DPIA/DSAR processes, data taxonomy, and audit readiness.

Qualifications

• 3-5 years of ServiceNow-based case management and privacy operations experience.
• Ability to obtain CIPM within 18 months of hire.
• Hands-on experience with ServiceNow modules (Privacy, IRM/GRC, Case/CSM) including queues, SLAs, and reporting.
• Strong analytical skills for metrics and executive dashboards.
• Knowledge of GDPR/UK GDPR and CCPA/CPRA obligations.
• Excellent cross-functional collaboration and clear communication.

Responsibilities

• Oversee end-to-end privacy tickets in ServiceNow (DSRs/DSARs, DPIAs/PIAs) to meet SLAs.
• Triages, assigns, escalates, and quality-checks cases before closure.
• Build and maintain ServiceNow dashboards and reports for leadership visibility.
• Monitor SLA performance, queue health, and aging metrics; lead reviews.
• Produce monthly operational reporting with trend analysis and root-cause insights.
• Collaborate with ServiceNow admins on workflow enhancements and automations.
• Maintain data taxonomy, picklists, and documentation standards for reporting/audit readiness.
• Support GDPR, UK GDPR, and CCPA/CPRA timelines and documentation requirements.
• Assist with incident intake and evidence collection with Legal/Security teams.
• Provide training and knowledge base content to stakeholders.

Skills

Attention to detail

Cross-functional collaboration

Analytical thinking

Privacy operations

Stakeholder communication

Education

CIPM certification

CIPP/E certification

CIPT certification

ServiceNow Fundamentals/Reporting

Tools

ServiceNow (Privacy/IRM/GRC/CSM)

Dashboard reporting

SQL/Excel/Power BI

Job description

Job Description

Position Title: ServiceNow Analyst - Privacy & Compliance

Location: Dallas, TX (Primary); Ashburn, VA; Austin, TX; Boston, MA; San Francisco, CA; Chicago, IL, New York, NY

Your 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. In this role, you’ll own the day-to-day operational oversight of privacy workflows managed through ServiceNow and related tools, acting as the backbone of our privacy execution model. You’ll partner closely with Legal, Security, IT, and business stakeholders to maintain workflow integrity, reporting accuracy, and continuous improvement across privacy intake, data subject requests, DPIAs, incident workflows, and records of processing.

What You’ll Do

• 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.

What You’ll Need

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

A Bit About Us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

A Bit About Our Team

Legal

Our Legal team works in a highly complex global business sector with a diverse range of local, regional and international organizations. From ensuring compliance in different jurisdictions to supporting business teams with customer and supplier contracts, we’re involved in a variety of projects. Working in a dynamic commercial environment, we collaborate with colleagues across different departments and always have a new challenge waiting for us.

What We Can Offer You

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals — they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

Our published pay ranges

Our published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on additional factors including but not limited to job-related skills, experience, and relevant education and/or training. Moreover, an employee’s total compensation package varies by role and may include salary, cash bonus or commissions, and equity awards not quantified below.

Compensation range:

$120,000 – $140,000 annual This compensation range represents the Company’s good faith belief as to what it will pay as a base salary for this position at the time of this posting.

Benefits:

For this role, benefits include medical, dental, vision, life and AD&D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more.