Cyber Security ServiceNow Operations

Responsibilities:

• Hands-on experience in ServiceNow operations/support (10+ years), including incident/problem/change practices.
• ServiceNow certifications: Certified Application Developer and ServiceNow Certified System Administrator.
• Experience supporting IAM processes (access requests, approvals, provisioning/fulfillment, entitlement management).
• Working knowledge of ServiceNow fundamentals: tables/CMDB concepts, ACLs, roles, catalog items, workflows/Flow Designer, notifications, SLAs.
• Strong troubleshooting skills (queue issues, integration failures, workflow errors, performance bottlenecks).
• Ability to write clear operational documentation and communicate across technical/non-technical stakeholders.

Qualifications:

• ServiceNow certifications (one or more): CIS (ITSM), CIS (App Dev), Service Catalog, etc.
• IAM domain familiarity: RBAC, least privilege, joiner-mover-leaver processes, SoD concepts, audit controls.
• Scripting experience (JavaScript in ServiceNow), IntegrationHub, REST/SOAP APIs, MID Server operations.
• Experience with identity platforms (examples): Azure AD/Entra ID, Okta, SailPoint, CyberArk, Ping, Active Directory.
• Experience building dashboards in Performance Analytics or custom reporting.

Required Skills

• Operational excellence (stability, repeatability, measurable outcomes)
• Structured problem solving and RCA
• Stakeholder management (IAM, security, HR, app owners, platform team)
• Risk-aware decision-making (security/compliance first)
• Continuous improvement mindset (automation, simplification, self-service)