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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 an IAM Operations Senior Specialist (Service Now Platform) with hands-on AIOps/AI skills and deep Service Now experience to ensure stability, reliability, and continuous improvement of Identity & Access Management services delivered through the Service Now platform. This role owns end-to-end operational excellence for IAM services (e.g., Access Requests, Service Catalog, workflows/Flow Designer, integrations, reporting, monitoring) and applies AI-driven operations techniques to prevent incidents, accelerate restoration, improve routing accuracy, and increase self-service/deflection 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)
ITIL-Aligned IAM Operations & AI-Enabled Service Now Operations (Specialized Skills)
Own day-to-day IAM Operations for access request fulfillment, joiner-mover-leaver processes, RBAC enforcement, authentication/MFA support, and integration health—ensuring secure, compliant, and reliable service delivery.
Operate IAM services using ITIL best practices (Incident, Problem, Change, and Knowledge Management), including SLA/SLO adherence, major incident coordination, post-incident reviews (PIRs), and continuous service improvement.
Leverage AIOps to reduce operational noise and improve outcomes (MTTR, incident recurrence, misroutes, and self-service deflection) through intelligent alerting, correlation, automated triage, and next-best-action recommendations.
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
ITIL-based operations experience (Incident, Problem, Change, Knowledge) with demonstrated ownership of SLAs, major incident response, and service restoration in a production environment; ITIL v4 Foundation preferred.
Hands-on IAM Operations experience supporting access request fulfillment, identity lifecycle (JML), RBAC/least privilege, authentication/MFA, and audit/compliance controls; proven ability to troubleshoot cross-domain issues (IAM platform, Service Now, directories, SSO, and integrations).
10+ years of hands-on experience leveraging AI/AIOps capabilities in Service Now for ITSM/IAM operations, including Predictive Intelligence, AI Search, Virtual Agent, and Now Assist, with demonstrated impact on MTTR, routing accuracy, and self-service/deflection.
Deep expertise in Service Now Predictive Intelligence…
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