ServiceNow Coordinator Detroit metro only

Job Description

The ServiceNow Coordinator is part of the Cyber Defense Command Center team responsible for Cyber Incident Response and Cyber Defense Operations coordination of tools, processes, workflows, services, activities, and initiatives.

The ServiceNow Coordinator acts as a liaison between Enterprise Security, Cyber Defense Operations Team, and Technology ServiceNow team. Ensuring ServiceNow workflow alignment with Cyber Defense Operations Foundational Knowledgebase items, promoting ServiceNow usage to reduce manual effort, creation of enhancement requests, user stories, and ServiceNow related user and work instructions.

Position Qualifications

• Continuously supports maintenance, refinement, and enhancements to Cyber Defense Operations' ServiceNow modules.
• Manages development, organization, and maintenance of Cyber Defense Operations' ServiceNow workflows and libraries.
• • Define and advocate for ServiceNow standards and best practices within Cyber Defense Operations.
• Ensures ServiceNow workflow alignment with the Cyber Defense Operations Foundational Knowledgebase items and Enterprise Standards.
• Drafts ServiceNow enhancement requests and supporting backlog prioritization for various types of enhancements.
• Supports as subject matter expert in all ServiceNow related Cyber Defense Operations activities.

Communication and Facilitation

• Participates in process improvement projects within Cyber Defense Operations to enhance automation and consistency.
• Acts as the functional Subject Matter Expert and Liaison for Cyber Defense Operations teams and collaborative representative for the Technology Service Now team ensuring alignment with existing processes and standards.
• Supports Cyber Defense Operations in development of ServiceNow driven reporting on SLAs and metrics for upward reporting.
• Participates in post incident reviews and supports Cyber Defense Operations teams in continuous improvement initiatives.
• Collaborates on behalf of Cyber Defense Operations teams with all relevant internal stakeholders to encourage ServiceNow usage and compliance with regulations, best practices, and standards.
• Assists in soliciting feedback from partners within the Cybersecurity organization as well as engineering and partner teams across Comerica.
• Ensures ServiceNow reporting is reliable and can be utilized in compliance request handling audit responses MRAs and assessment remediations.