Sr Specialist Cybersecurity - ServiceNow Development & Operation (DevOps)

What You’ll Do (Key Responsibilities):

ServiceNow DevOps, Platform Development & AI-Enabled Automation

• Develop, configure, enhance, and support ServiceNow catalog items, workflows, Flow Designer flows, business rules, script includes, notifications, SLAs, forms, and related platform components.
• Support DevOps practices for ServiceNow releases, including update sets/application repository movement, deployment validation, release coordination, rollback planning, and environment readiness.
• Build and maintain ATF smoke/regression test suites to improve release quality and reduce manual validation effort.
• Support integrations using REST/SOAP APIs, IntegrationHub, MID Server basics, scripted REST APIs, inbound/outbound email actions, imports, and scheduled jobs.
• Troubleshoot incidents, defects, integration failures, workflow issues, and platform errors; perform RCA and implement corrective and preventive actions.
• Apply intermediate knowledge of ServiceNow AI capabilities to identify practical use cases for Predictive Intelligence, AI Search, Virtual Agent, Now Assist, and Now Assist for Creator.
• Assist in configuring or supporting AI-enabled use cases such as intelligent routing, duplicate/similar ticket suggestions, knowledge search improvement, virtual agent flows, and AI-assisted code or flow generation.
• Collaborate with platform, security, IAM, product, and operations teams to ensure solutions are secure, auditable, supportable, and aligned to enterprise standards.
• Create and maintain technical documentation, deployment notes, SOPs, runbooks, dashboards, and known error articles.
• Monitor platform health indicators, scheduled jobs, integrations, and workflow execution to support service reliability and operational stability.

Required Qualifications

• 7+ years of hands-on ServiceNow development, configuration, administration, or DevOps experience supporting enterprise ServiceNow implementations.
• Strong working knowledge of ServiceNow platform fundamentals, including tables, forms, lists, ACLs/roles, catalog items, workflows, Flow Designer, notifications, SLAs, and CMDB basics.
• Hands-on scripting experience in ServiceNow using JavaScript, Business Rules, Client Scripts, Script Includes, UI Policies, and related platform automation patterns.
• Experience supporting ServiceNow DevOps/release activities such as update sets, application repository, environment promotion, deployment validation, regression testing, and rollback coordination.
• Experience with integrations using REST/SOAP APIs, IntegrationHub, MID Server basics, imports, scheduled jobs, and inbound/outbound email processing.
• Hands-on experience building or maintaining ATF test cases for smoke, regression, and release validation.
• Intermediate knowledge of ServiceNow AI capabilities, including Predictive Intelligence, AI Search, Virtual Agent, Now Assist, and Now Assist for Creator, with ability to explain practical use cases and support guided implementation.
• Understanding of AI data readiness concepts such as clean historical data, consistent categorization, knowledge quality, feedback loops, and confidence-based recommendations.
• Familiarity with ITSM processes such as Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Ability to troubleshoot platform defects, workflow failures, integration errors, and performance/stability issues in collaboration with platform and operations teams.
• Strong documentation, communication, and stakeholder collaboration skills.
• ServiceNow CSA required or strongly preferred. CAD or CIS certification preferred.

Preferred Qualifications

• ServiceNow certifications such as CAD, CIS-ITSM, CIS-App Engine, Service Catalog, or related credentials.
• Experience with ServiceNow scoped applications, App Engine Studio, delegated development, and platform governance practices.
• Exposure to Now Assist for Creator or AI-assisted development patterns for generating catalog items, flows, scripts, or development recommendations.
• Experience supporting IAM, access request, provisioning, RBAC, least privilege, or audit/compliance workflows in ServiceNow.
• Experience with identity platforms such as Entra ID, SailPoint, CyberArk, Okta, Ping, or Active Directory.
• Experience building operational dashboards using Performance Analytics, reports, or custom reporting.

Core Skills & Competencies

• ServiceNow DevOps mindset: build, test, deploy, validate, monitor, and improve.
• Strong troubleshooting, structured problem solving, and RCA discipline.
• Automation-first approach using workflows, Flow Designer, scripts, integrations, and ATF.
• Practical AI awareness with ability to identify use cases, validate outputs, and apply human-in-the-loop controls.
• Stakeholder collaboration across product, platform, security, IAM, operations, and development teams.
• Risk-aware delivery with focus on security, auditability, compliance, and platform stability.

Supervisory:

No.

Weekly Hours:

Time Type:

Location:

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.