Job Description Responsibilities Represent security organization in customer-facing Security Incidents, cases, Security findings, tasks and questions and calls related to Security & Privacy. Own, triage, investigate and respond to security matters of ServiceNow platform, ensuring timely communication, resolution and enhance 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. 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.
