Sr Specialist Cybersecurity - ServiceNow Development & Operation (DevOps)

About the Company:

Join AT&T and reimagine the communications and technologies that connect the world. Our Chief Security Office ensures that our assets are safeguarded through truthful transparency, enforce accountability and master cybersecurity to stay ahead of threats. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

We are seeking a Service Now Operations Senior Specialist (IAM) with specialized AI skills and deep hands-on Service Now experience to ensure stability, reliability, and continuous improvement of Identity & Access Management capabilities delivered through the Service Now platform. This role owns operational excellence for IAM services (e.g., Service Catalog, workflows/Flow Designer, integrations, reporting, monitoring) and applies AI-driven techniques to improve incident prevention, faster restoration, routing accuracy, and self-service outcomes.

You will partner with IAM product owners, security teams, and the Service Now platform organization to ensure access-related services remain available, compliant, secure, and efficient.

What You’ll Do (Key Responsibilities)

AI-Enabled Service Now Operations (Specialized Skills)

• Triage and resolve Service Now 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 Service Now 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.
• Integrate AI outputs into Flow Designer/workflows to automate next-best actions (auto-assignment, enrichment, dynamic approvals, notifications) while maintaining auditability and compliance.
• Enhance self-service and agent productivity using Service Now AI capabilities such as AI Search tuning and Virtual Agent / Now Assist patterns for faster knowledge retrieval and resolution guidance.
• Develop and maintain AI operations runbooks (model lifecycle, validation, retraining, rollback, and AI-incident support procedures).
• Monitor instance health and stability (performance, errors, scheduled jobs, integrations), restore services during outages, and support release/change windows with validation, smoke checks, and rollback execution.
• Maintain ATF smoke/regression suites and integration stability (REST/SOAP, SSO, LDAP, email, imports) and produce dashboards/SOPs/runbooks while coordinating across IAM, Security, Platform, and partner teams.
• Produce operational dashboards, SOPs, runbooks, and known error articles; coordinate across developers, process owners, infrastructure, and security teams to resolve cross-team issues quickly.

Required Qualifications:

• 10+ year’s hands-on experience with Service Now AI capabilities: Predictive Intelligence, AI Search, Virtual Agent, Now Assist.
• Deep expertise in Service Now Predictive Intelligence (classification/categorization/assignment models): configuration, training, tuning, and performance measurement.
• Strong data quality and labeling practices for Service Now 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.
• Service Now taxonomy design skills (category/subcategory, assignment groups) and understanding of CMDB/CI/service mapping concepts that improve model accuracy.
• Operationalization / MLOps for Service Now AI: monitoring, versioning, rollout strategy, rollback plans, change control, and release readiness.
• Service Now platform scripting and automation to safely act on predictions (Script Includes, Business Rules, Flow Designer).
• Integration skills supporting AI data pipelines (REST APIs, Integration Hub, MID Server basics; data movement for training/feedback where applicable).
• Security and compliance for AI-driven automation: least privilege, auditability, logging, and access controls for training data and model outputs.
• Strong ITSM/IT operations domain expertise (incident/problem management) to translate AI outputs into effective operational workflows.
• Hands-on ATF experience for AI-triggered workflow test coverage and regression testing during model updates/releases.
• Service Now fundamentals and credentials: CSA and CAD required; solid knowledge of tables/CMDB, ACLs/roles, catalog items, Flow Designer/workflows, notifications, and SLAs.

Preferred Qualifications:

• Service Now certifications (one or more): CIS (ITSM), CIS (App Dev), Service Catalog, etc.
• IAM domain familiarity: RBAC, least privilege, joiner-mover-leaver processes, SoD concepts, audit controls.
• Scripting experience (JavaScript in Service Now), Integration Hub, REST/SOAP APIs, MID Server operations.
• Experience with identity platforms: Azure AD/Entra ID, Okta, Sail Point, Cyber Ark, Ping, Active Directory.
• Experience building dashboards in Performance Analytics or custom reporting.

Core Skills & Competencies:

• Operational excellence (stability, repeatability, measurable outcomes)
• Structured problem solving and RCA
• Stakeholder management (IAM, security, HR, app owners, platform team)
• Risk-aware decision-making (security/compliance first)
• Continuous improvement mindset (automation, simplification, self-service), including AI-enabled optimization

#Cybersecurity

Weekly Hours:

40

Time Type:

Regular

Location:

• IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd
• Adm: Intl Tech Park, Innovator Bldg

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.