[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.ResponsibilitiesDesign and maintain ServiceNow solutions including CMDB enhancements, Discovery patterns, service catalog items, workflows, routing logic, and task templates aligned to platform and cloud operationsDevelop and support integrations using MID Servers, REST APIs, webhooks, OAuth, and approved credential management solutionsMaintain alignment between ServiceNow data and AWS environments, including accounts, organizational structures, regions, IAM roles, and infrastructure ownership metadataSupport onboarding, lifecycle management, and operational processes for security and observability tools including Splunk, Tenable, Aqua, Trend DSM, AWS Security Hub, GuardDuty, CloudTrail, and ConfigImprove change management processes by supporting standard change models, release governance, audit readiness, and FedRAMP-aligned change control practicesPartner with Platform Engineering, SRE, and Security teams to translate operational requirements into scalable ServiceNow solutionsCreate and maintain knowledge base content, technical documentation, and self-service resources that improve operational efficiency and user adoptionSkillsCompletion 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 disciplinesExperience 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 controlsExperience supporting integrations using MID Servers, REST APIs, OAuth, credential management solutions, and JSON-based data exchangesWorking 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 designMust be legally authorized to work in the U.S. without current or future need for visa sponsorshipExperience supporting AWS GovCloud, FedRAMP, or other highly regulated environmentsFamiliarity with GitLab CI/CD, GitHub workflows, Jira, Confluence, or similar engineering collaboration and automation platformsExperience supporting security operations, observability platforms, or SOC-adjacent workflows involving tools such as Splunk, Tenable, or AWS security servicesStrong communication, documentation, and stakeholder management skills with the ability to translate technical requirements into scalable operational solutionsDemonstrated ability to improve platform adoption through automation, process optimization, self-service enablement, and continuous improvement initiativesBenefitsMedical, dental and vision insuranceA 401(k) plan with a Cisco matching contributionPaid parental leaveShort and long-term disability coverageBasic life insuranceEmployees 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 employees1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by CiscoNon-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 employeesExempt 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 nextAdditional paid time away may be requested to deal with critical or emergency issues for family membersOptional 10 paid days per full calendar year to volunteerFor 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 OverviewCisco develops, manufactures, and sells networking hardware, telecommunications equipment, and other technology services and products. It is a sub-organization of Cisco Press. It was founded in 1984, and is headquartered in San Jose, California, USA, with a workforce of 10001+ employees. Its website is http://www.cisco.com.