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 experience in privacy operations, GRC, or ServiceNow‑based case management environments
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.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowprivacy operationsGRCcase managementanalytical skillstrend analysisdashboard creationdata taxonomydocumentation standards

Soft Skills

attention to detailprocess disciplinecollaborationcommunication