[Remote] Service Now Customer Support Engineer II (Full-Time) - United States

Note: The job is a remote job and is open to candidates in USA. Cisco is a leader in innovative technology solutions, and they are seeking a ServiceNow Customer Support Engineer II to enhance their cloud, platform, and security operations. In this role, you will design, maintain, and optimize ServiceNow capabilities while collaborating with cross-functional teams to drive operational efficiency and compliance.

Responsibilities

• Design and maintain ServiceNow 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 ServiceNow 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, GuardDuty, CloudTrail, 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 ServiceNow solutions
• Create and maintain knowledge base content, technical documentation, and self-service resources that improve operational efficiency and user adoption

Skills

• Completion within the past 3 years, or current enrollment with expected completion within 12 months, of a Bachelors + 2 years of relevant experience or Masters + 0 years of relevant experience. Relevant fields include: Computer Science, Software Engineering, Information Systems, Cybersecurity, or related disciplines
• Experience administering or developing within the ServiceNow platform, including ITSM modules such as Incident Management (INC), Problem Management (PRB), Change Management (CHG), 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-focused process design
• Must be legally authorized to work in the U.S. without current or future need for visa sponsorship
• Experience supporting AWS GovCloud, FedRAMP, or other highly regulated environments
• Familiarity with GitLab CI/CD, GitHub 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 optimization, self-service enablement, and continuous improvement initiatives

Benefits

• Medical, dental and vision insurance
• A 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
• Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan.
• For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
• Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.

Company Overview