Senior Specialist, Cybersecurity – IAM Operations, AIOps

Role Overview

• Own day-to-day IAM Operations for access request fulfillment, joiner-mover-leaver processes, RBAC enforcement, authentication/MFA support, and integration health—ensuring secure, compliant, and reliable service delivery.
• Operate IAM services using ITIL best practices (Incident, Problem, Change, and Knowledge Management), including SLA/SLO adherence, major incident coordination, post-incident reviews (PIRs), and continuous service improvement.
• Leverage AIOps to reduce operational noise and improve outcomes (MTTR, incident recurrence, misroutes, and self-service deflection) through intelligent alerting, correlation, automated triage, and next-best-action recommendations.
• Triage and resolve ServiceNow P1–P3 incidents/problems end-to-end using AI-assisted analysis; perform RCA, document corrective actions, and implement preventive fixes to reduce recurrence.
• Apply AI/ML techniques to improve operations (incident clustering, anomaly detection on telemetry/logs, trend forecasting, intelligent routing recommendations).
• Configure, train, tune, and operationalize ServiceNow Predictive Intelligence models (categorization, assignment prediction, priority/urgency assist, similarity/duplicate detection) for ITSM/IAM use cases.
• Define and manage model performance KPIs (precision/recall, assignment accuracy, auto-triage rate, MTTR impact, misroute reduction) and drive continuous tuning/retraining based on results.
• Implement confidence thresholds and human-in-the-loop fallback patterns to ensure safe application of AI recommendations and clear handling of low-confidence predictions.

Requirements

• ITIL-based operations experience (Incident, Problem, Change, Knowledge) with demonstrated ownership of SLAs, major incident response, and service restoration in a production environment; ITIL v4 Foundation preferred.
• Hands-on IAM Operations experience supporting access request fulfillment, identity lifecycle (JML), RBAC/least privilege, authentication/MFA, and audit/compliance controls; proven ability to troubleshoot cross-domain issues (IAM platform, ServiceNow, directories, SSO, and integrations).
• 10+ years of hands-on experience leveraging AI/AIOps capabilities in ServiceNow for ITSM/IAM operations, including Predictive Intelligence, AI Search, Virtual Agent, and Now Assist, with demonstrated impact on MTTR, routing accuracy, and self-service/deflection.
• Deep expertise in ServiceNow Predictive Intelligence (classification/categorization/assignment models): configuration, training, tuning, and performance measurement.
• Strong data quality and labeling practices for ServiceNow AI: clean incident/request data, consistent taxonomy, de-duplication, labeling strategy, and feedback loops.
• Model evaluation and tuning experience: precision/recall, confidence thresholds, misclassification analysis, retraining cadence, and drift detection/monitoring.
• ServiceNow taxonomy design skills (category/subcategory, assignment groups) and understanding of CMDB/CI/service mapping concepts that improve model accuracy.
• Operationalization / MLOps for ServiceNow AI: monitoring, versioning, rollout strategy, rollback plans, change control, and release readiness.
• ServiceNow platform scripting and automation to safely act on predictions (Script Includes, Business Rules, Flow Designer).
• Integration skills supporting AI data pipelines (REST APIs, IntegrationHub, MID Server basics; data movement for training/feedback where applicable).

Tech Stack

• ITSM
• ServiceNow

Benefits

• Security and compliance for AI-driven automation: least privilege, auditability, logging, and access controls for training data and model outputs.