Information Security Analyst

Summary

Join ServiceNow's Global Security Support Center (GSSC) team and play a crucial role in enhancing our internal and external security programs. As a Level 2/3 Information Security and Application Security Specialist, you will establish and maintain excellent customer experiences, build trust, and serve as the primary point of contact for all security-related inquiries. Your responsibilities include facilitating the workflow of security incidents, providing on-call support, developing training programs, creating AI solutions for automation, and leading investigations of security matters. You will also collaborate with legal teams on security and privacy issues. This position demands strong analytical, communication, and problem-solving skills, along with a deep understanding of security concepts and technologies. The ideal candidate will possess a proactive and innovative mindset, a commitment to customer satisfaction, and the ability to articulate complex information clearly and concisely.

Requirements

• Experience : Minimum of 2-5 years of experience in information security or application security roles
• Certifications : Relevant certifications such as ServiceNow CSA (minimum), Azure AI Fundamentals or AWS Certified AI Practitioner, OSWA, GWAPT, GSEC, GCIH, CISSP, CISM are highly desirable
• Skills Technical: Proficiency in security tools and technologies, logging, SIEM, WAF, firewalls, intrusion detection systems, vulnerability management platforms, and encryption techniques
• Risk: Articulate Security risks in simple English to customers
• Analytical: Strong analytical and problem-solving skills, with the ability to assess and respond to complex security issues
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders
• Team Collaboration: Proven ability to work effectively in a collaborative team environment
• Concepts: Good understanding of Security concepts and articulating in simple terms without using Jargons and make sense to customers
• Application Security: Good understanding of common web application vulnerabilities (OWASP Top Ten) & mitigation strategies
• Education : Bachelor’s degree in computer science or information security, or relevant information security experience

Responsibilities

• Establish and maintain excellent customer experience
• Build trust and confidence with all customers
• Represent and be a point of contact and support for everything Security in ServiceNow for all internal and external customers
• Facilitate the successful workflow/triage of security-related incidents/cases by interacting with customers, various security teams, and other internal ServiceNow teams as needed
• Provide support and be available as an escalation contact in the On-Call rotation (weekends, public holidays and after hours) as and when needed, to ensure customers are taken care of, during times that demand availability and support
• Develop and deliver training programs for internal and external customers on security awareness and best practices
• Develop AI Solutions for automating repetitive activities
• Lead, triage, investigation and respond to security matters ensuring timely resolution and enhance customer experience and processes
• Work with Legal on security/privacy-related matters

Preferred Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry (Advantage)
• BONUS : Web-based vulnerability exploitation experience
• High self-confidence
• Proactive and self-motivated with a strong sense of ownership and accountability
• Attention to detail and capable of managing multiple tasks and priorities simultaneously
• Innovative mindset with the ability to develop creative solutions to complex security challenges
• Highly positive mindset that should never get faded while serving different cultures across the globe
• Ability to help customers in all best possible ways