Staff Information Security Analyst

ServiceNow, Inc.; Toronto; On-site; CAD 109,000 - 192,000; Full time

Benefits offered by this job

Health plans

Flexible work options

Job summary

ServiceNow is seeking an experienced security professional for the Global Security Support Center (GSSC) in Canada. This role focuses on representing the security organization in customer-facing incidents, triaging and investigating issues on the ServiceNow platform, and acting as the primary security contact for internal and external stakeholders.

You will work across time zones and contribute to security maturity and AI-driven automation.

Qualifications

• At least 8 years in information security or application security.
• Eligible to obtain Canadian reliability status.
• Multiple security certifications preferred (CSA, CISSP, GSEC, GCIH, GWAPT, OSWA).

Responsibilities

• Represent security org in customer-facing incidents, cases, findings, tasks, questions and calls.
• Triage, investigate and respond to security matters of the ServiceNow platform with timely communication.
• Act as primary contact for security-related matters with internal and external stakeholders.
• Collaborate with customers and internal teams to triage incidents efficiently.
• Develop and deliver AI-enabled security solutions and automation.
• Support on-call rotation (weekends/holidays) as rostered.

Skills

Security incidents handling

Customer-facing communication

Cloud security

Programming (Java/JavaScript)

Security tooling

Education

Bachelor's degree in CS or Info Sec

Canadian reliability status knowledge

Tools

SIEM

WAFs

IDS/IPS

Encryption

Azure/AWS/GCP security tools

Job description

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.

The ServiceNow Security Organization (SSO) delivers world-class, innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud, accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact.

We are committed to fostering an environment where our employees feel empowered, take pride in their work, and have the opportunity to make a meaningful impact.

About the Team – Global Security Support Center (GSSC)

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.

GSSC Mission Statement: To provide external & internal facing security support on behalf of the Security Organization to improve our customers' security posture and build Customer trust.

Key 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.

• 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.

To be successful in this role, you have:

• 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.

• Preferred Certifications (Two or more)

• ServiceNow Certified System Administrator (CSA)

• Azure AI Fundamentals

• AWS Certified AI Practitioner

• Offensive Security Web Assessor (OSWA)

• GIAC Web Application Penetration Tester (GWAPT)

• GIAC Security Essentials Certification (GSEC)

• GIAC Certified Incident Handler (GCIH)

• CISSP

• CISM

Technical 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.

Soft Skills & Communication:

• 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.

Education & Experience:

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

• Preferred: Hands-on experience with web-based vulnerability exploitation is a strong plus for success in this role.

#SecurityJobs

FD21

For positions in this location, we offer a base pay of $109,400 - $191,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here (https://careers.servicenow.com/life-at-servicenow#workpersonas) . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

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.

Accommodations

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 [e-mail] for assistance.

Export Control Regulations

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.

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