Senior CyberArk PAM Support Engineer/Operator

Summary

Join ServiceNow as a CyberArk PAM Engineer/Operator to provide daily operational support for CyberArk PAM services, maintain and update PAM/EPM policies, and serve as first-line support for privileged access issues. You will offer end-user support via ServiceNow, act as backup engineer, process audit requests, manage ServiceNow tickets, perform scheduled upgrades and monitoring, and train users and admins. This role requires a Bachelor’s degree in a related discipline and 3–5 years of experience in IT operations or security, including 1–2 years with CyberArk PAM solutions. You should be familiar with CyberArk PAM components, Windows and Linux server administration, ServiceNow ITSM modules, and Splunk. Strong communication and problem-solving skills are essential.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline
• 3–5 years of experience in IT operations or security, including at least 1–2 years of direct involvement with CyberArk PAM solutions (Privilege Cloud, PSM, CPM, EPM)
• Familiarity with CyberArk PAM components and their operational usage
• Experience in Windows and Linux server administration
• Knowledge of ServiceNow ITSM modules (Incident, Request, Change) and understanding of basic workflows
• Basic knowledge of networking concepts such as TCP/IP and firewalls
• Experience using Splunk for log review and troubleshooting
• Ability to follow technical documentation and perform operational procedures
• Ability to work collaboratively within a distributed team
• Capability to communicate technical information to non-technical stakeholders
• Interest in security-related work
• Ability to function in team environments that value collaboration
• Capacity to engage in self-directed learning and independent problem solving
• Proficient written and verbal communication abilities, interpersonal skills, and problem-solving skills focused on meeting customer needs
• Ability to contribute effectively within a team structure

Responsibilities

• Provide daily operational support for CyberArk PAM, including onboarding, credential management, and issue troubleshooting
• Maintain and update PAM/EPM policies, incorporating AI-driven recommendations
• Serve as first-line support for privileged access issues, escalating complex cases as needed
• Offer end-user support via ServiceNow, assisting with JIT requests and access issues
• Act as backup engineer to ensure continuity within the team
• Process audit requests by retrieving logs and compiling compliance evidence
• Manage ServiceNow tickets for access requests and incidents, monitor JIT approvals, and validate privileged actions
• Perform scheduled upgrades and monitoring of CyberArk connectors (Windows/Linux), reporting any anomalies
• Train users and admins on new workflows and ServiceNow-integrated features

Preferred Qualifications

Awareness of ServiceNow platform development or ServiceNow Studio