Service Customer Support Engineer II

Meet the Team

The mission of the Security & Trust Organization (S&TO) is to secure products and services, protect Cisco and its employees, and cultivate trust with our customers, partners, and regulators.

Thrive on our dynamic and collaborative team where you’ll work closely with a diverse network of internal and external stakeholders to drive essential security initiatives. The Security and Trust Organization (S&TO) is dedicated to cultivating an innovative, growth‑focused culture. You’ll have the opportunity to collaborate with teams across Cisco, including IT, Product, Customer Experience, and nearly every business unit, to deliver critical security solutions.

As a Service Now Customer Support Engineer, you will design, maintain, and optimize Service Now capabilities that support Cisco’s cloud, platform, and security operations — helping drive automation, operational efficiency, and compliance across the Security & Trust Organization. Working closely with Engineering, SRE, and Security teams, you will:

• Design and maintain Service Now 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 Service Now 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, Guard Duty, Cloud Trail, 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 Service Now solutions.
• Create and maintain knowledge base content, technical documentation, and self‑service resources that improve operational efficiency and user adoption.

• Completion within the past 3 years, or current enrollment with expected completion within 12 months, of a Bachelor’s + 2 years of relevant experience or Master’s + 0 years of relevant experience. Relevant fields include Computer Science, Software Engineering, Information Systems, Cybersecurity, or related disciplines.
• Experience administering or developing within the Service Now platform, including ITSM modules such as Incident Management, Problem Management, Change Management, 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‑focussed process design.
• Must be legally authorized to work in the U.S. without current or future need for visa sponsorship.

• Experience supporting AWS Gov Cloud, FedRAMP, or other highly regulated environments.
• Familiarity with Git Lab CI/CD, Git Hub 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 optimisation, self‑service enablement, and continuous improvement initiatives.

At Cisco, we’re revolutionising how data and infrastructure connect and protect organisations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions…