Senior ServiceNow Security Operations Engineer

Southern New Hampshire University is a team of innovators dedicated to transforming lives through education. They are seeking a Senior ServiceNow Security Operations Engineer to lead the development and optimization of the Security Operations modules within the ServiceNow platform, ensuring high-quality implementation and system resiliency.

Responsibilities:

• Architect and lead the development of ServiceNow Security Incident Response (SIR) and Vulnerability Response (VR) features to ensure enterprise-grade functionality, understanding of SNHU's security policies, and adherence to platform architecture standards
• Provide advanced daily administration and operational support of the Security Operations modules within ServiceNow, including support for integrations, workflows, and configuration updates
• Be a primary contact for SNHU-specific customizations within the VR and SecOps modules. Responsibilities include ongoing assessment of customizations during quarterly patches and platform upgrades, verifying their continued relevance and ensuring understanding of SNHU's evolving security operations processes
• Troubleshoot and resolve complex technical issues involving performance, data quality, platform stability, workflow logic, and integration functionality
• Lead custom development and scripting using ServiceNow best practices, including the creation and maintenance of business rules, client scripts, UI policies/actions, ACLs, notifications, and scheduled jobs to support Security Operations functionality
• Design and implement secure and scalable integrations between ServiceNow and other enterprise systems, including security tools and infrastructure platforms. Integration methods include REST/SOAP APIs, MID Servers, SSO, LDAP, FTPS, and other secure protocols
• Coordinate testing and troubleshooting activities with third-party vendors and managed service providers. This includes working directly with vendor resources such as DeepWatch and Tenable to validate integration health, test enhancements, and address service issues
• Maintain the health, performance, and availability of the platform, with a focus on the stability and effectiveness of the Security Operations modules. Ensure compliance with SNHU's platform governance standards
• Be a senior escalation point for all ISMO (Information Security Management Office) related ServiceNow issues. Lead root cause analysis and mitigation efforts for critical incidents improving security workflows or platform capabilities
• Be a subject matter expert on the disciplines of Vulnerability Response and Security Incident Response and how they are implemented and operationalized in ServiceNow. Provide strategic guidance to ensure SNHU's use of ServiceNow aligns with industry best practices and institutional needs
• Provide mentorship and technical guidance to junior engineers, administrators, and external developers. Conduct code reviews, enforce development standards, and promote coding practices across all security related platform work
• Collaborate with teams in information security, risk management, and IT infrastructure to translate security and compliance requirements into scalable, automated solutions within ServiceNow
• Promote communication between the ServiceNow platform team and VR/SecOps practitioners during major incidents, security events, planned patches, and platform upgrades. Ensure issue tracking, and resolution
• Participate in Business Verification Testing (BVT) during platform patches, upgrades, and new feature rollouts. Ensure that SNHU specific customizations continue to function as intended and confirm that new ServiceNow functionality does not override or render legacy customizations obsolete
• Maintain stewardship of test cases and use cases specific to SNHU's implementation of VR and SecOps modules. Ensure these are stored securely, are up to date, and reflect current business and security requirements
• Be a subject matter expert for CMDB data from a security tooling perspective. Provide expertise on data ownership and source of truth when new security tools introduce asset or configuration data into the CMDB, or when source questions arise
• Support ongoing compliance work related to SNHU's use of ServiceNow Security Operations tooling. This includes facilitating transitions to newly supported modules or applications within the VR/SecOps suite to ensure SNHU maintains n-1 versioning and remains aligned with vendor support lifecycles
• Manage ISMO related platform enhancements through established IT change management and release control processes
• Contribute to the creation and maintenance of technical documentation and platform knowledge resources to support operational continuity, knowledge transfer, and platform sustainability
• Participate in vendor evaluation, onboarding, and performance review processes related to ServiceNow development services, support agreements, or security-specific application vendors

Requirements:

• 4+ years of ServiceNow administration and development experience
• 5+ years of experience working with ITSM frameworks and understanding of ITIL-aligned processes
• Relevant certifications such as ITIL Foundation, ServiceNow Certified Application Developer (CAD), ServiceNow Certified System Administrator (CSA)
• 6+ Months of relevant experience collaborating with end users of the Security Incident Response and Vulnerability Response modules to design, support, test, document, and tailor effective customizations for the application
• Experience with JavaScript, Flow Designer, and other platform scripting tools and Agile or DevOps delivery models
• Experience building secure and ServiceNow integrations using REST, SOAP, MID servers, and authentication protocols
• Proficient in building dashboards, reports, and Service level agreement metrics in ServiceNow
• Experience with ServiceNow GRC or Security Orchestration, Automation, and Response (SOAR) capabilities