ServiceNow Operations Specialist

About the Company

We are a leading Managed Security Services Provider (MSSP) dedicated to delivering robust, scalable security operations to our diverse customer base. Our technology foundation is built on ServiceNow, and we’re seeking a hands-on ServiceNow Operations Specialist to oversee the day-to-day management and ongoing evolution of our ServiceNow platform, including the Security Incident Response (SIR) module.

About the Role

As our ServiceNow Operations Specialist, you will be the primary steward for our ServiceNow instance, making sure it's stable, performing, and aligned with evolving business needs. You’ll handle lightweight scripting, configure and customize workflows in the SIR module, troubleshoot issues, and work cross-functionally to gather requirements and deliver sustainable solutions. For larger initiatives, you’ll partner with our development team to architect and implement enhancements, integrations, and upgrades.

Responsibilities

Platform Administration & Maintenance
- Monitor health and performance of the ServiceNow instance; apply patches and upgrades as needed
- Manage user roles, access controls, and data integrity
- Troubleshoot and resolve incidents, service requests, and configuration issues

Security Incident Response (SIR) Module
- Configure and customize the SIR application to support incident triage, investigation, and response
- Develop and optimize SIR workflows, notifications, and dashboards

Lightweight Scripting & Configuration
- Write and maintain business rules, UI policies, client scripts, and scheduled jobs in JavaScript
- Implement form and list layouts, record producers, and catalog items

Requirements Gathering & Stakeholder Collaboration
- Engage IT and business stakeholders to elicit and document requirements for new workflows, automations, and integrations
- Translate business needs into ServiceNow design specifications

Project Coordination & Implementation
- Work with internal developers and external partners on larger-scale projects (e.g., SIEM integrations, discovery, advanced security workflows)
- Participate in sprint planning, design reviews, and solution testing

Continuous Improvement & Best Practices
- Recommend platform enhancements based on industry best practices and emerging features
- Create and maintain technical documentation, runbooks, and training materials
- Conduct regular health checks and process reviews to identify optimization opportunities

Qualifications
- 3 + years of hands‑on ServiceNow administration and configuration experience
- Demonstrable experience working with the Security Incident Response (SIR) module
- Proficient in ServiceNow scripting (client scripts, business rules, UI policies) using JavaScript
- Strong understanding of ITSM processes and ServiceNow data model (CMDB, tables, ACLs)
- Ability to translate business requirements into technical solutions
- Excellent communication skills and proven ability to collaborate with cross-functional teams
- Self‑starter with strong troubleshooting and problem‑solving skills
- Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience

Preferred Skills
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – Security Incident Response
- Experience integrating ServiceNow with external security tools (SIEM, EDR, threat intelligence)
- Familiarity with DevOps practices (Source control, CI/CD for ServiceNow)
- Previous MSSP or security‑focused operational experience

Pay range and compensation package

Base salary $120,000 – $170,000 / year (commensurate with experience)

Performance-based bonus eligibility

Comprehensive benefits package (medical, dental, vision, 401(k), PTO, etc.)