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 collaborating with legal on security matters. This position demands a minimum of 2-5 years of experience in information security, relevant certifications, and strong analytical and communication skills. The ideal candidate will possess a proactive mindset, attention to detail, and a passion for ensuring the security and integrity of information systems. Australian Baseline Security Clearance is required.

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