ServiceNow Coordinator

Duties and Responsibilities:

ServiceNow

Continuously supports maintenance, refinement, and enhancements to Cyber Defense Operations' ServiceNow modules. Manages development, organization, and maintenance of Cyber Defense Operations' ServiceNow workflows and libraries. Assists Cyber Defense Operations teams in identifying, defining, and executing process improvement opportunities using ServiceNow. Coordinates development and improvement initiatives for new processes, playbooks, and response plans in ServiceNow by facilitating working sessions with Cyber Defense Operations technical units (Threat & Vulnerability Management, Network Security Operations, Incident Response, and Security Operations Center). Define and advocate for ServiceNow standards and best practices within Cyber Defense Operations. Ensures ServiceNow workflow alignment with the Cyber Defense Operations Foundational Knowledgebase items and Enterprise Standards. Drafts ServiceNow enhancement requests and supporting backlog prioritization for various types of enhancements (maintenance, refinement/tuning, new features, new modules, QA PoCs & UAT business cases, user story definition, training material) Supports as subject matter expert in all ServiceNow related Cyber Defense Operations activities.

Communication and Facilitation

Participates in process improvement projects within Cyber Defense Operations, to enhance automation and consistency. Acts as the functional Subject Matter Expert and Liaison for Cyber Defense Operations teams, and collaborative representative for the Technology Service Now team, ensuring alignment with existing processes and standards. Supports Cyber Defense Operations in development of ServiceNow driven reporting on SLAs and metrics for upward reporting. Participates in post incident reviews and supports Cyber Defense Operations teams in continuous improvement initiatives. Collaborates on behalf of Cyber Defense Operations teams with all relevant internal stakeholders to encourage ServiceNow usage and compliance with regulations, best practices and standards. Assists in soliciting feedback from partners within the Cybersecurity organization, as well as engineering and partner teams across Comerica. Ensures ServiceNow reporting is reliable and can be utilized in compliance request handling, audit responses, MRAs, and assessment remediations.

Qualifications:

4 yr/Bachelor Degree in Information Technology, Cybersecurity or Computer Science OR 10 years progressive relevant experience 5 years Cybersecurity experience/exposure 5 years experience with ServiceNow 2 years experience with banking sector and its regulators 2 years experience in a Cyber Defense role

Job Specific Knowledge/Skills:

Experience understanding complex technical, business, and legal concepts and processes. Experience in the development of internal standards, playbooks, and guidelines. Strong research and exploration skills and ability to integrate industry best practices into new and existing processes. Ability to manage and prioritize tasks and determine next steps while maintaining alignment with overall goals within the cybersecurity program and broader organization. Demonstrated strong communication and collaboration skills with cross functional teams. Experience with data map comprehension and workflow implementation within ServiceNow Technical experience to allow for sufficient understanding of information security issues. Demonstrate experience in raising awareness of information and technology risk throughout an organization.