Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

About The ServiceNow Security Office

The ServiceNow Security Organisation is dedicated to delivering world-class, innovative security solutions that minimise risk and protect both our company and our customers. By enabling the secure migration of sensitive data and workloads to the cloud, we help accelerate ServiceNow's position as the most trusted SaaS provider in the industry.

We are committed to fostering an environment where our employees feel empowered, take pride in their work, and have the opportunity to make a meaningful impact.

About the Team – Global Security Support Centre (GSSC)

The Global Security Support Centre (GSSC) at ServiceNow is a diverse and highly skilled team of security professionals who play a pivotal role in strengthening both our internal and external security posture. The team collaborates closely with various functions across the company and serves as a key interface with our customers on security-related matters.

Through expertise, communication, and a commitment to excellence, the GSSC team reinforces ServiceNow's reputation as a security-first organisation, consistently demonstrating our commitment to protecting our platform, our data, and our customers.

GSSC Mission Statement: To provide external & internal facing security support on behalf of the Security Organisation to improve our customers' security posture and build Customer trust.

Key Responsibilities:

• Represent security organisation in customer-facing Security Incidents, cases, Security findings, tasks, questions and calls related to Security & Privacy.

• Own, triage, investigate and respond to security matters of the ServiceNow platform, ensuring timely communication, resolution and enhanced customer experience and processes.

• Act as the primary point of contact for all security-related matters in ServiceNow, supporting both internal and external stakeholders.

• Facilitate the efficient workflow/triage of security-related incidents/cases by collaborating with customers and other internal ServiceNow teams.

• Build and maintain a high level of customer trust and confidence through exceptional service and communication.

• Manage customer outreach communications on Security & escalation handling.

• Understand and deliver excellent capability maturity models to fine-tune security processes.

• Create and enhance documentation and processes to strengthen security maturity and operational excellence.

• Develop and deliver training/enablement programs on Security, for internal and external customers on security awareness and best practices.

• Develop AI Solutions for automating repetitive activities & design new solutions leveraging AI.

• Work with Legal on security/privacy-related matters & a global team spread across different time zones, so flexibility of times is required.

• Provide support and be available as a responsible resource for the On-Call rotation (weekends, public holidays, and after hours) as rostered.

Qualifications

To be successful in this role, you have:

A minimum of 3-5+ years of professional experience in information security or application security roles.

Required Certifications

• ServiceNow Certified System Administrator (CSA)

Preferred Certifications (Two or more)

• Azure AI Fundamentals

• AWS Certified AI Practitioner

• Offensive Security Web Assessor (OSWA)

• GIAC Web Application Penetration Tester (GWAPT)

• GIAC Security Essentials Certification (GSEC)

• GIAC Certified Incident Handler (GCIH)

• CISSP

• CISM

Skills & Competencies

Technical Skills:

• Solid understanding of cloud computing models and major hyperscaler cloud models.

• Hands-on experience with using and understanding security tools and technologies, including: SIEM solutions, logging tools, load balancers, firewalls, WAFs, IDS/IPS, vulnerability management platforms, encryption techniques, etc.

• Basic to Intermediate-level programming knowledge in Java/JavaScript with the ability to read, interpret & understand to explain code effectively.

• Intermediate to Advanced proficiency in using web proxy tools for security testing and assessments.

• Application Security: In-depth understanding of web application vulnerabilities (e.g., OWASP Top Ten) and corresponding mitigation strategies.

• Risk Management: Ability to clearly explain security risks to non-technical stakeholders using straightforward, non-technical language.

• Compliance & Regulatory Knowledge: Good knowledge of key compliance and regulatory frameworks including: NIST, CIS, GDPR, HIPAA, PCI DSS, ISO standards, etc.

• Artificial Intelligence: Experience working with AI technologies and designing AI-based solutions.

• Analytical Thinking: Strong analytical and problem-solving capabilities, with the ability to evaluate and address complex security challenges.

Soft Skills & Communication:

• Excellent verbal and written communication skills, with the ability to convey technical information to a non-technical audience.

• Demonstrated ability to thrive in a team-oriented, collaborative environment, working in a follow-the-sun model.

• Good understanding of Security concepts and articulating Security and risk in simple terms without using jargon that makes sense to customers.

Education & Experience:

• Bachelor's degree in computer science or information security or relevant information security experience.

• Preferred: Hands-on experience with web-based vulnerability exploitation is a strong plus for success in this role.

Why Join Us?

At GSSC, we pride ourselves on fostering a culture of inclusivity, innovation, and excellence. Our team and customers are at the heart of everything we do, and we are committed to providing a supportive and engaging work environment. As an Information Security and Application Security resource in the region, you will be an integral part of our mission to deliver secure and reliable solutions to our clients.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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