Senior Information Security Analyst

The ServiceNow Security Organization (SSO) 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 Centre (GSSC) The Global Security Support Centre (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 organisation, 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 Organisation to improve our customers' security posture and build Customer trust. Key Responsibilities: Represent security organisation 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. To be successful in this role, you have: A minimum of 3-5+ years of professional experience in information security or application security roles. Or similar experience with education. Required Certifications ServiceNow Certified System Administrator (CSA) Preferred Certifications (Two or more) 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 Skills & Competencies/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 & understa