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About the Role

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. The GSSC Mission Statement is 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, 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.

Requirements

A minimum of 8 years of professional experience in information security or application security roles. Or similar experience with education
Candidate must be eligible to obtain and hold a reliability status in Canada.
This role may require access to a Protected B cloud environment. The successful candidate must be eligible to obtain and maintain a Government of Canada Reliability Status under PSPC's Contract Security Program. Clearance is a condition of employment in this function. The company will sponsor and support the screening process through its designated Company Security Officer.

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.
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.

Location

AMS - North America and Canada

Work Type

Flexible or Remote
Regular

Experience Level

8 years of professional experience in information security or application security roles

Education Level

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

Salary/Compensations

$109,400 - $191,500

Benefits

Health plans, including flexible spending accounts, ESPP, matching donations, a flexible time away plan and family leave programs.

About the Company

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.

Equal Opportunity

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.
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.
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.