Security Incident Communications Manager

The ServiceNow Security Organization (SSO)

The ServiceNow Security Organization (SSO) delivers world-class innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact 

Role Overview

The Security Incident Communications Manager as part of our Security Incident Command team is responsible for leading clear timely and accurate communications during high-pressure security incidentshelping protect ServiceNows reputation meet regulatory requirements and keep stakeholders informed.
This role bridges security legal PR and executive teams to craft incident-specific communication strategies ensuring alignment compliance and a consistent voice across all audiences. The ideal candidate brings both strategic crisis communications expertise and the ability to execute swiftly in fast-moving situations.

Key Responsibilities

Incident Communications Leadership

• Develop & Maintain Communication Plans: Create and regularly update comprehensive communication playbooks for various security incident types including data breaches malware outbreaks and physical security breaches.
• Coordinate with Incident Response: Partner closely with the incident response team to quickly gather facts assess the situation and determine the most effective communication approach.
• Manage Stakeholder Messaging:
  • Internal Employees: Share clear updates on incident status potential risks and recommended actions.
  • External Customers: Provide timely and transparent information on the incidents impact mitigation steps and resolution progress.
  • Public Relations (PR): Partner with the internal PR team to ensure they are briefed on incidents equipped to handle media inquiries and able to maintain consistent messaging publicly.
• Ensure Regulatory Compliance: Collaborate with the Security Legal team to ensure all communications align with GDPR CCPA and other relevant regulations.
• Document & Report: Maintain thorough records of all incident communication activities including timelines messages approvals and stakeholder feedback.
• Post-Incident Improvement: In partnership with the Security Incident Response team lead after-action reviews to evaluate communication effectiveness and identify opportunities to refine playbooks and processes.

Essential Skills & Experience

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Strong Organizational Skills: Proven ability to plan organize and execute complex communication plans under tight deadlines.
• Exceptional Communication Skills: Mastery in writing and verbal delivery with the ability to distill complex technical situations into clear concise audience-appropriate messaging.
• Crisis Management: Demonstrated success managing communications during high-stakes high-pressure situations while maintaining sound judgment.
• Stakeholder Management: Skilled at building trust and collaboration with executives legal teams PR security professionals and other internal partners.
• Analytical Thinking: Ability to quickly assess incident facts anticipate communication challenges and create solutions in real time.
• Incident Response Knowledge: Understanding of security incident lifecyclefrom detection to recoveryand how communications intersect at each stage.
• Technical Proficiency: Familiarity with security concepts and tools sufficient to accurately communicate technical information to non-technical audiences.
   

Qualifications :

Qualifications

• Typically requires a minimum of 8 years of related experience; a Masters degree with 6 years; or a PhD with 3 years of experience in communications including crisis communications and/or incident communications in a global matrixed organization or similar experience mixed with education.
• Proven track record of developing and executing communication strategies for security incidents or other corporate crises.
• Highly organized self-motivated and able to work independently while managing multiple priorities.
• Flexible collaborative and comfortable in a fast-paced environment.
• Is open honest and direct but tactful and respectful in communications style and approach.
   

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Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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