Overview
About The ServiceNow Security Office. The ServiceNow Security Organization is dedicated to delivering world-class, innovative security solutions that minimize 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 Center (GSSC). The Global Security Support Center (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 organization, 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 Organization to improve our customers’ security posture and build Customer trust.
Responsibilities
* Represent security organization in customer-facing Security Incidents, cases, Security findings, tasks, and 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.
* Lead 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 and design new solutions leveraging AI.
* Work with Legal on security/privacy-related matters and coordinate with a global team across different time zones; 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
* Experience: A minimum of 3-5+ years of professional experience in information security or application security roles.
* Certifications: Relevant certifications are highly preferred, including but not limited to:
* Required: ServiceNow Certified System Administrator (CSA)
* Preferred (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; hands-on experience with security tools (SIEM, logging tools, firewalls, WAFs, IDS/IPS, vulnerability management); programming knowledge in Java/JavaScript; web proxy tools; Application Security; Risk Management; Compliance & Regulatory Knowledge (NIST, CIS, GDPR, HIPAA, PCI DSS, ISO); AI experience; Analytical Thinking; Communication; Team Collaboration; Security Concepts; Education — Bachelor’s degree in computer science or information security or relevant experience; Preferred additional experience in web-based vulnerability exploitation.
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.
Equal Opportunity and Accommodations
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. If you require a reasonable accommodation to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
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