ServiceNow Coordinator Detroit metro only

1 week ago


Auburn Hills, United States Comerica Bank Full time

Job Description ServiceNow Coordinator The ServiceNow Coordinator is part of the Cyber Defense Command Center team, which is responsible for Cyber Incident Response and Cyber Defense Operations coordination of tools, processes, workflows, services, activities, and initiatives. The ServiceNow Coordinator is the acting as a liaison between the Enterprise Security, Cyber Defense Operations Team, and the Technology, ServiceNow team. The ServiceNow Coordinator is responsible for ensuring ServiceNow workflow alignment with the Cyber Defense Operations Foundational Knowledgebase items (Master Process Flow, Service Catalog, and Process & Playbook Library); promoting ServiceNow as the universal language of Cyber Defense Operations; encouraging ServiceNow usage to reduce manual effort and reliance on "paper" or electronic process'; creation of enhancement requests, business cases, user stories, and ServiceNow related user and work instructions; and advocating for and prioritizing Cyber Defense Operations enhancement requests. Position Qualifications ServiceNow Continuously supports maintenance, refinement, and enhancements to Cyber Defense Operations' ServiceNow modules. Manages development, organization, and maintenance of Cyber Defense Operations' ServiceNow workflows and libraries. Assists Cyber Defense Operations teams in identifying, defining, and executing process improvement opportunities using ServiceNow. Coordinates development and improvement initiatives for new processes, playbooks, and response plans in ServiceNow by facilitating working sessions with Cyber Defense Operations technical units (Threat & Vulnerability Management, Network Security Operations, Incident Response, and Security Operations Center). Define and advocate for ServiceNow standards and best practices within Cyber Defense Operations. Ensures ServiceNow workflow alignment with the Cyber Defense Operations Foundational Knowledgebase items and Enterprise Standards. Drafts ServiceNow enhancement requests and supporting backlog prioritization for various types of enhancements (maintenance, refinement/tuning, new features, new modules, QA PoCs & UAT business cases, user story definition, training material). Supports as subject matter expert in all ServiceNow related Cyber Defense Operations activities. Communication and Facilitation Participates in process improvement projects within Cyber Defense Operations, to enhance automation and consistency. Acts as the functional Subject Matter Expert and Liaison for Cyber Defense Operations teams, and collaborative representative for the Technology Service Now team, ensuring alignment with existing processes and standards. Supports Cyber Defense Operations in development of ServiceNow driven reporting on SLAs and metrics for upward reporting. Participates in post incident reviews and supports Cyber Defense Operations teams in continuous improvement initiatives. Collaborates on behalf of Cyber Defense Operations teams with all relevant internal stakeholders to encourage ServiceNow usage and compliance with regulations, best practices, and standards. Assists in soliciting feedback from partners within the Cybersecurity organization, as well as engineering and partner teams across Comerica. Ensures ServiceNow reporting is reliable and can be utilized in compliance request handling, audit responses, MRAs, and assessment remediations.



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