Service Now Customer Support Engineer II (Full-Time) - United States

Cisco is a leader in innovative technology solutions, and they are seeking a ServiceNow Customer Support Engineer II to enhance their cloud, platform, and security operations. In this role, you will design, maintain, and optimize ServiceNow capabilities while collaborating with cross-functional teams to drive operational efficiency and compliance.

Responsibilities:

• 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:

• 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. Relevant fields include: Computer Science, Software Engineering, Information Systems, Cybersecurity, or related disciplines
• 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