Senior Associate, Workflows and Automation (Sr. ServiceNow Developer)

The Opportunity 

• Join our Managed Security Services team as a Senior Associate, Workflows and Automation (Sr. ServiceNow Developer), playing a critical role in how we detect, manage, and respond to security incidents on behalf of our clients. 

• Architect and implement ServiceNow workflows supporting cybersecurity operations, including incident response, detection engineering tracking, alert correlation, and customer interaction models. 

• Lead the design and execution of integrations between ServiceNow and external platforms (e.g., SIEM, SOAR, CMDB, ticketing systems). 

• Leverage deep knowledge of Customer Service Management (CSM), IT Service Management (ITSM) and Technology Service Provider Management (TPSM) modules to support cybersecurity use cases across a global managed services practice. 

• Translate cybersecurity and operational requirements into scalable ServiceNow solutions aligned with ISO27001, SOC 2 Type 2, and NIST guidelines. 

• Apply working knowledge of incident management processes — detection, triage, escalation, correlation, and response — to design workflows that reflect real-world SOC operations and client SLAs. 

• Collaborate cross-functionally with cyber analysts, engineers, service delivery, and leadership to ensure workflows meet both operational and strategic needs. 

• Contribute to platform roadmap discussions and automation strategy, helping shape the future of our managed services delivery model. 

• Build dashboards, metrics, and KPIs that reflect cyber operations performance, supporting transparency and continuous improvement for both internal teams and clients. 

• Maintain platform stability through proper version control, change management, and upgrade planning — ensuring reliability of the systems our teams and clients depend on. 

What You will Bring 

• Integrity and Reliability — A track record of consistency, ownership, and dependability, particularly in time-sensitive, high-pressure environments common in security operations. 

• A Collaborative Mindset — Genuine enjoyment in working across teams, valuing the perspectives of cyber analysts, engineers, and leadership, and contributing to a supportive team culture. 

• Strong Communication Skills — The ability to clearly articulate technical concepts to both technical and non-technical stakeholders, building trust and clarity across all levels. 

• Resourcefulness and Problem-Solving — Comfort navigating ambiguity, troubleshooting independently, and finding practical solutions when documentation or precedent is limited. 

• A Growth Mindset — A genuine willingness to learn, stay current with evolving security operations practices, ServiceNow platform updates, and industry frameworks. 

• A Client-Centered Approach — An understanding that the workflows you build directly impact how effectively client security incidents are detected, managed, and resolved. 

• Managed Services Experience — Prior experience working within or supporting a managed security services (MSSP) environment, with an understanding of SLAs, multi-tenant considerations, and service delivery pressures. 

• Incident Management Fluency — Solid understanding of incident detection, response, escalation, and correlation, and how these translate into ServiceNow workflow logic. 

• Technical Depth — 5+ years of ServiceNow development experience with a focus on CSM, TPSM and ITSM modules; strong scripting skills (JavaScript, GlideScript, etc.) and experience with REST APIs; familiarity with ISO27001, SOC 2, and NIST frameworks. 

• Adaptability — Experience working effectively in a remote or distributed team environment, staying self-sufficient and proactive regardless of location or team structure.