Full-Time Staff Security Incident Remediation Analyst

The ServiceNow Security Organization (SSO) delivers world-class, innovative security solutions to reduce risk and protect the company and our customers.

The Security Incident Command (SIC) team is seeking an experienced Business System Analyst (BSA) with experience in the information security domain to improve our post-incident Recovery lifecycle. This is a new role and a new position.

This role provides an opportunity for a very large impact by directly enabling the improvement of the state of ServiceNow’s security for the whole company and our customers.

About the SIC team The SIC team maintains and executes the Major Security Incidents (MSI) lifecycle within ServiceNow, including Preparation, Response, and Recovery. MSIs are our most challenging and impactful security incidents which pose active or heightened risk to the company and/or our customers.

Key responsibilities include:

• Establish, maintain, and evolve documentation and processes governing MSI Recovery activity.
• Document all Recovery findings.
• Employ data analysis skills to interpret incident data and generate actionable insights.
• Meet with stakeholders and owners of Recovery findings to agree on a path forward for resolution.
• Serve as a key point of contact for all Recovery item owners.
• Track the status of each Recovery item, ensuring accountability and progress towards resolution.
• Report regularly on the status and milestones of Recovery items to senior management and executive stakeholders.
• Collaborate effectively with cross-functional teams to ensure cohesive Recovery item resolution strategies and implementations.
• Develop and maintain strong communication channels across the organization to facilitate timely and clear information sharing.
• Serve as a key driver to tangibly and meaningfully improve the security of the ServiceNow platform, our infrastructure, and the many ways our customers use the platform.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

Required skills and experience:

• 8+ years of experience as a Business System Analyst or similar role.
• High motivation to own and drive change.
• Excellent demonstrable oral and written communication skills.
• Experience developing and maintaining business process documentation.
• Experience maintaining and improving large complex datasets with meticulous detail.
• Experience communicating with an executive audience.
• Experience in incident response at a global company.
• Familiarity with the security incident response lifecycle.

Nice to haves (not required):

• Experience within the application security domain, particularly hyperscale hosted software-as-a-service (SaaS) applications.
• Demonstrable experience driving change in a complex organization.
• Experience managing security incidents.
• Familiarity with cybersecurity frameworks (e.g., MITRE ATT&CK).
• Working understanding of the Agile framework.
• Knowledge across multiple security domains (e.g., security engineering, security architecture, security governance).

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