ServiceNow Privacy & Compliance Analyst — Drive SLAs

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

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.