Security Incident & Customer Trust Lead

ServiceNow; United States; Remote; USD 109,000 - 192,000; Full time

Benefits offered by this job

Health plans

Equity

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking an experienced security professional to join the Global Security Support Center (GSSC) within the Security Organization. You will lead and triage security incidents, investigate findings, and coordinate with internal teams and customers to reduce risk and improve security posture.

The role requires strong communication skills, 8+ years in information security, and the ability to operate across time zones in a follow-the-sun model.

Qualifications

• Minimum 8 years of experience in information security or related fields.
• Eligible to obtain and hold a Canadian reliability status.
• Preferred: multiple security certifications (Two or more).

Responsibilities

• Represent security organization in customer-facing security incidents, cases, findings, tasks and calls.
• Own, triage, investigate and respond to security matters of the ServiceNow platform.
• Act as the primary point of contact for security-related matters.
• Facilitate efficient workflow of security incidents by collaborating with customers and internal teams.
• Build and maintain customer trust through exceptional service and communication.
• Manage customer outreach communications on security and escalation handling.
• Understand and deliver capability maturity models to fine-tune security processes.
• Create and enhance documentation and processes to strengthen security maturity.
• Develop and deliver training/enablement programs on Security for internal and external customers.
• Develop AI solutions for automating activities & design AI-based solutions.
• Work with Legal on security/privacy matters & collaboration across time zones.
• Support On-Call rotation (weekends, holidays, after hours).
• Possibly access to Protected B cloud; clearance and reliability status required.

Skills

Cloud security fundamentals

SIEM & security tools

Web application security

Programming: Java/JavaScript

Security incident response

Communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

SIEM tools

WAFs

Encryption technologies

Threat monitoring tools

Job description

ServiceNow is seeking an experienced security professional to join the Global Security Support Center (GSSC) within the Security Organization. You will lead and triage security incidents, investigate findings, and coordinate with internal teams and customers to reduce risk and improve security posture.

The role requires strong communication skills, 8+ years in information security, and the ability to operate across time zones in a follow-the-sun model.