Senior Information Security Analyst

About the role

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.

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.

Responsibilities

• Represent security organization 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.
• 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.

Requirements

• A minimum of 3-5+ years of professional experience in information security or application security roles. Or similar experience with education.
• Required Certifications: ServiceNow Certified System Administrator (CSA)
• PREFERRED Certifications: 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.
• 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.

Qualifications

• 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.
• Educational Background: 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.

Benefits

Base pay range: $127,600 - $216,900, plus equity (when applicable), variable/incentive compensation and benefits.

Additional benefits include health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.