Service Now Customer Support Engineer II (Full-Time) - United States

Responsibilities

• Design and maintain ServiceNow solutions including CMDB enhancements, Discovery patterns, service catalog items, workflows, routing logic, and task templates aligned to platform and cloud operations.
• Develop and support integrations using MID Servers, REST APIs, webhooks, OAuth, and approved credential management solutions.
• Maintain alignment between ServiceNow data and AWS environments, including accounts, organizational structures, regions, IAM roles, and infrastructure ownership metadata.
• Support onboarding, lifecycle management, and operational processes for security and observability tools including Splunk, Tenable, Aqua, Trend DSM, AWS Security Hub, GuardDuty , CloudTrail, and Config.
• Improve change management processes by supporting standard change models, release governance, audit readiness, and FedRAMP-aligned change control practices.
• Partner with Platform Engineering, SRE, and Security teams to translate operational requirements into scalable ServiceNow solutions.
• Create and maintain knowledge base content, technical documentation, and self-service resources that improve operational efficiency and user adoption.

Requirements

• Completion within the past 3 years, or current enrollment with expected completion within 12 months, of a Bachelors + 2 years of relevant experience or Masters + 0 years of relevant experience. Relevant fields include: Computer Science, Software Engineering, Information Systems, Cybersecurity, or related disciplines .
• Experience administering or developing within the ServiceNow platform, including ITSM modules such as Incident Management (INC), Problem Management (PRB), Change Management (CHG), CMDB, Discovery, Flow Designer, workflows, ACLs, and role-based access controls.
• Experience supporting integrations using MID Servers, REST APIs, OAuth, credential management solutions, and JSON-based data exchanges.
• Working knowledge of AWS cloud environments, including accounts, regions, IAM roles, AWS Organizations, cloud governance concepts, and security principles such as least privilege access, audit trails, operational controls, and compliance-focused process design.
• Must be legally authorized to work in the U.S. without current or future need for visa sponsorship.
• Experience supporting AWS GovCloud, FedRAMP, or other highly regulated environments.
• Familiarity with GitLab CI/CD, GitHub workflows, Jira, Confluence, or similar engineering collaboration and automation platforms.
• Experience supporting security operations, observability platforms, or SOC-adjacent workflows involving tools such as Splunk, Tenable, or AWS security services.
• Strong communication , documentation, and stakeholder management skills with the ability to translate technical requirements into scalable operational solutions.
• Demonstrated ability to improve platform adoption through automation, process optimization, self-service enablement, and continuous improvement initiatives.
• Why Cisco?

Additional Information

The application window is expected to close on: 06/24/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received . The application window is expected to close on: 06/24/2026 Meet the Team The mission of the Security & Trust Organization (S&TO) is to secure products and services, protect Cisco and its employees, and cultivate trust with our customers, partners, and regulators. Thrive on our dynamic and collaborative team where you'll work closely with a diverse network of internal and external stakeholders to drive essential security initiatives. The Security and Trust Organization (S&TO) is dedicated to cultivating an innovative, growth-focused culture. You'll have the opportunity to collab orate with teams across Cisco, including IT, Product, Customer Experience (CX), and nearly every business unit, to deliver critical security solutions.

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