Overview
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to help organizations work smarter, faster, and better. Join us as we pursue our purpose to make the world work better for everyone.
About The ServiceNow Security Office
The ServiceNow Security Organization delivers world-class, innovative security solutions that minimize risk and protect our company and customers. By enabling 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 foster an environment where employees feel empowered, take pride in their work, and have opportunities to make a meaningful impact.
About the Team – Global Security Support Center (GSSC)
The Global Security Support Center (GSSC) at ServiceNow is a diverse, highly skilled team of security professionals that strengthens internal and external security posture. The team collaborates with various functions across the company and serves as a key interface with customers on security-related matters. GSSC reinforces ServiceNow’s reputation as a security-first organization that protects our platform, data, and customers.
GSSC Mission: To provide external & internal facing security support on behalf of the Security Organization to improve customers’ security posture and build Customer trust.
Job Description
Responsibilities on the role
* Represent the security organization in customer-facing Security Incidents, cases, findings, tasks, questions, and calls related to Security & Privacy.
* Own, triage, investigate, and respond to security matters of the ServiceNow platform, ensuring timely communication and resolution to enhance customer experience and processes.
* Act as the primary point of contact for all security-related matters in ServiceNow, supporting internal and external stakeholders.
* Facilitate efficient workflow/triage of security-related incidents by collaborating with customers and other internal ServiceNow teams.
* Build and maintain a high level of customer trust through exceptional service and communication.
* Coordinate Customer Outreach Communications on Security & escalation handling.
* Understand and deliver capability maturity models to 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.
* Develop AI solutions to automate repetitive activities and design new AI-enabled solutions.
* Collaborate with Legal on security/privacy matters with a global team across time zones; flexible working times are required.
* Provide support as part of On-Call rotation (weekends, public holidays, and after hours).
Qualifications
To be successful in this role, you have:
* Experience: 3–5+ years 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 App Penetration Tester (GWAPT), GIAC Security Essentials (GSEC), GIAC Certified Incident Handler (GCIH), CISSP, CISM.
Skills & Competencies
* Technical Skills: Cloud models, security tools (SIEM, logging, load balancers, firewalls, WAFs, IDS/IPS, vulnerability management, encryption).
* Programming: Java/JavaScript basics; ability to read and explain code.
* Web App Security: OWASP Top Ten and mitigation strategies.
* Risk Management: Explain security risks to non-technical audiences.
* Compliance & Regulatory: NIST, CIS, GDPR, HIPAA, PCI DSS, ISO.
* Artificial Intelligence: Experience with AI technologies and designing AI-based solutions.
* Analytical Thinking: Strong problem-solving abilities for security challenges.
* Communication: Clear verbal and written communication to non-technical audiences.
* Team Collaboration: Thrive in a follow-the-sun, team-oriented environment.
* Security Concepts: Explain security and risk in plain terms for customers.
* Education: Bachelor’s degree in CS or Information Security, or relevant experience.
* Preferred: Hands-on experience with web-based vulnerability exploitation is a strong plus.
At GSSC, we foster inclusivity, innovation, and excellence. You will be an integral part of delivering secure and reliable solutions to clients as an Information Security and Application Security resource in the region.
Additional Information
Work Personas: We adopt a distributed work model with flexibility and trust. Work personas (flexible, remote, or in-office) depend on the nature of work and location.
Export Control Regulations: Some positions require export control approvals. Employment is contingent on ServiceNow obtaining any necessary licenses or approvals.
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