Sr Specialist Cybersecurity ServiceNow and AI Knowledge

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 wont just imagine the future-youll create it.

We are seeking a ServiceNow Operations Senior Specialist (IAM) with specialized AI skills and deep hands-on ServiceNow experience to ensure stability reliability and continuous improvement of Identity & Access Management capabilities delivered through the ServiceNow platform. This role owns operational excellence for IAM services (e.g. Service Catalog workflows/Flow Designer integrations reporting monitoring) and applies AI-driven techniques to improve incident prevention faster restoration routing accuracy and self-service outcomes.

You will partner with IAM product owners security teams and the ServiceNow platform organization to ensure access-related services remain available compliant secure and efficient.

What Youll Do (Key Responsibilities)

AI-Enabled ServiceNow Operations (Specialized Skills)

Triage and resolve ServiceNow P1P3 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 ServiceNow 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 ServiceNow 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

10 years hands-on experience with ServiceNow AI capabilities: Predictive Intelligence AI Search Virtual Agent Now Assist.
Deep expertise in ServiceNow Predictive Intelligence (classification/categorization/assignment models): configuration training tuning and performance measurement.
Strong data quality and labeling practices for ServiceNow AI: clean incident/request data consistent taxonomy de-duplication labeling strategy and feedback loops.
Model evaluation and tuning experience: precision/recall confidence thresholds misclassification analysis retraining cadence and drift detection/monitoring.
ServiceNow taxonomy design skills (category/subcategory assignment groups) and understanding of CMDB/CI/service mapping concepts that improve model accuracy.
Operationalization / MLOps for ServiceNow AI: monitoring versioning rollout strategy rollback plans change control and release readiness.
ServiceNow platform scripting and automation to safely act on predictions (Script Includes Business Rules Flow Designer).
Integration skills supporting AI data pipelines (REST APIs IntegrationHub MID Server basics; data movement for training/feedback where applicable).
Security and compliance for AI-driven automation: least privilege auditability logging and access controls for training data and model outputs.
Strong ITSM/IT operations domain expertise (incident/problem management) to translate AI outputs into effective operational workflows.
Hands-on ATF experience for AI-triggered workflow test coverage and regression testing during model updates/releases.
ServiceNow fundamentals and credentials: CSA and CAD required; solid knowledge of tables/CMDB ACLs/roles catalog items Flow Designer/workflows notifications and SLAs.

Preferred Qualifications

ServiceNow certifications (one or more): CIS (ITSM) CIS (App Dev) Service Catalog etc.
IAM domain familiarity: RBAC least privilege joiner-mover-leaver processes SoD concepts audit controls.
Scripting experience (JavaScript in ServiceNow) Integration Hub REST/SOAP APIs MID Server operations.
Experience with identity platforms: Azure AD/Entra ID Okta SailPoint CyberArk Ping Active Directory.
Experience building dashboards in Performance Analytics or custom reporting.

Core Skills & Competencies

Operational excellence (stability repeatability measurable outcomes)
Structured problem solving and RCA
Stakeholder management (IAM security HR app owners platform team)
Risk-aware decision-making (security/compliance first)
Continuous improvement mindset (automation simplification self-service) including AI-enabled optimization

#Cybersecurity

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.