Staff Incident Response Engineer

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

What you get to do in this role: 

This is a Staff Incident Response Engineer role on ServiceNow’s Cyber Investigation, Response & Automation Team; supporting both the commercial and regulated-market customer environment in Canada. You will be a key member of the Cyber Investigation, Response & Automation Team; monitoring the tools and systems that defend ServiceNow’s production and regulated environment, define relationships between seemingly unrelated events through deductive reasoning, come up with ways to do things faster, better and more effectively while maintaining a laser focus on quality.  
 
We employ the brightest and most forward-thinking Security Professionals on the planet. We have offices around the world and work as a global team. 

Eligibility:

Due to Government of Canada regulatory requirements, this position requires the successful completion of a Government of Canada Reliability Status screening as a condition of employment. The screening process requires 5 years of verifiable background history.

This includes identity verification, education verification, a criminal record check, and a credit check. Candidates must be eligible to obtain and maintain Reliability Status, which generally requires Canadian citizenship or Canadian permanent resident status.  This role may require security clearance in the future. Employment is contingent upon successful completion and maintenance of the required screening. 

Rotational and Non-Standard Hours: This role may require participation in a rotational schedule that includes non-standard business hours, weekends, and statutory holidays as the team provides 24x7 operational support.  

The ServiceNow Security Organization (SSO) 

The ServiceNow Security Organization (SSO) delivers world-class, innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud, accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact 

Key Responsibilities 

• Monitor the tools and systems that defend ServiceNow’s production and regulated environments, and correlate seemingly unrelated events 
• Lead response to incidents affecting our customers, and track incidents to closure across functional teams 
• Respond to account-level threats and attacks against our customer environments 
• Produce post-incident reports, forensic reports, and remediation plans 
• Support audits, compliance requirements, and regulatory investigations 
• Build and maintain incident response playbooks, handbooks, and cybersecurity standards 
• Maintain secure configuration baselines for devices under direct control (security tools) and those that aren’t (workstations, servers, network devices), and analyze vulnerabilities using that data 
• Serve as an escalation point and participate in the on-call rotation, including after-hours and weekends that might be out of standard business hours 
• Assist with the deployment, integration and initial configuration of new security solutions or enhancements to existing security solutions; including network, and systems to improve overall security posture 

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 6+ years related experience or equivalent combination of education and experience
• Automation knowledge (Python, bash scripting) and experience hardening Linux, Windows, or Mac systems
• Background working with data logging applications (e.g. Splunk)
• Knowledge of vulnerability scanning tools (Qualys, Nessus)
• A defensive security mindset
• Ability to explain complex issues to executives and customers
• GSEC, GCIH, CEH, GCIA or CISSP certifications are a plus

Requirements: 

• 7 to 10+ years of related experience, or an equivalent mix of education and experience 
• Experience working in Canadian regulated markets, such as financial services or public sector is highly desirable 
• Deep understanding of Security Operations Center and Security incident response protocols and procedures 
• Extensive experience in incident response, digital forensics, threat hunting, and threat intelligence 
• Solid networking foundation, including TCP/IP and core protocols 
• Experience with SIEM platforms such as Splunk, plus EDR and SOAR tools 
• Ability to analyze event and system logs, perform host and memory forensics (including live response) on Windows, macOS, and/or Linux, and examine malware 
• Experience writing internal playbooks, handbooks, and incident response frameworks 
• Knowledge of attack vectors, threat tactics, and attacker techniques 
• Knowledge of cloud security concepts and experience in AWS, Azure, or GCP 
• Coding or scripting experience in one or more general-purpose languages 
• Working knowledge of Canadian regulatory requirements for financial services and public sector clients 
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI’s potential impact on the function or industry 
• Excellent written and verbal communication, including the ability to explain incidents to executives and customers 
• Willingness to work weekend and after-hours shifts for responding to priority incidents in a timely manner 

Nice to have:

• GCIH, GCFA, GCIA, GMON, GSEC, CISSP, or CEH certifications, and ServiceNow platform knowledge are a plus. 

#SecurityJobs 

For positions in this location, we offer a base pay of $109,400 - $191,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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