Vulnerability Response Operations Lead

Role Responsibilities:

ServiceNow VR Product Ownership: Shape and refine workflows, SLAs, and escalation paths to improve response quality and operational flow. Partner with Security, IT Operations, and Business Units to unblock progress and ensure smooth vulnerability lifecycle execution. Identify and implement automation opportunities that reduce friction and increase accuracy (e.g., ticket enrichment, auto‑assignment, closure validation). Strengthen data integrity and workflow reliability by ensuring appropriate controls are implemented and maintained. Deliver dashboards that convert raw data into clear insights that help teams take action and improve outcomes. Track and report core performance metrics to highlight gaps, trends, and operational improvements.

ServiceNow VR Enablement: Serve as a primary point‑of‑contact for triaging and troubleshooting ServiceNow Vulnerability Response support needs. Quickly assess ambiguous issues and challenges, clarify user needs, identify root causes, and drive resolution. Develop training materials and run enablement sessions with SNVR user community. Create training materials and enablement content that empowers users and improves platform adoption. Drive communication and change‑management efforts that increase user confidence and engagement with SNVR.

Must Have Sklls/Prior Experiences:

Strong background in vulnerability management, SecOps, or GRC — enables the candidate to understand vulnerability data, remediation workflows, and stakeholder expectations, and to quickly diagnose issues in a complex security environment. Hands‑on experience with ServiceNow Vulnerability Response / Config Compliance and integrations (Tenable, Qualys, etc.) — essential for triaging user issues, validating data flows, and driving accurate, reliable platform operations. Expertise in ServiceNow automation and dashboarding — ensures the candidate can streamline processes, reduce manual effort, and turn raw data into actionable insights for teams and leadership. Strong communication and stakeholder‑management skills — critical for driving clarity from ambiguous requests, facilitating cross‑functional alignment, and guiding users toward effective outcomes.