Service Now Customer Support Engineer II

Cisco

ServiceNow Customer Support Engineer responsible for maintaining and optimizing ServiceNow capabilities for Cisco. Collaborating with teams to drive automation, operational efficiency, and compliance.

Posted 6/19/2026full-timeRTP • Connecticut, North Carolina • 🇺🇸 United StatesJuniorMid-Level💰 $76,300 - $98,400 per yearWebsite

Tech Stack

Tools & technologies

AWSCloudITSMServiceNowSplunk

About the role

Key responsibilities & impact

design, maintain, and optimize ServiceNow capabilities that support Cisco's cloud, platform, and security operations
help drive automation, operational efficiency, and compliance across the Security & Trust Organization
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

What you’ll need

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
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.

Benefits

Comp & perks

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year
flexible vacation time off program
80 hours of sick time off provided on hire date
up to 80 hours of unused sick time carried forward from one calendar year to the next
Optional 10 paid days per full calendar year to volunteer

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNowITSMIncident ManagementProblem ManagementChange ManagementCMDBDiscoveryREST APIsOAuthJSON

Soft Skills

communicationdocumentationstakeholder managementprocess optimizationautomationcontinuous improvement