Sr CyberArk PAM Support Engineer/Operator

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Overview:

We are looking for a CyberArk PAM Engineer/Operator to support and maintain our Privileged Access Management (PAM) services. This role covers daily operations, end-user assistance through ServiceNow, policy upkeep, and audit support, all vital for our cybersecurity.

Key Responsibilities:

• Provide daily operational support for CyberArk PAM, including onboarding, credential management, and issue troubleshooting.
• Maintain and update PAM/EPM policies, incorporating AI-driven recommendations.
• Serve as first-line support for privileged access issues, escalating complex cases as needed.
• Offer end-user support via ServiceNow, assisting with JIT requests and access issues.
• Act as backup engineer to ensure continuity within the team.
• Process audit requests by retrieving logs and compiling compliance evidence.
• Manage ServiceNow tickets for access requests and incidents, monitor JIT approvals, and validate privileged actions.
• Perform scheduled upgrades and monitoring of CyberArk connectors (Windows/Linux), reporting any anomalies.
• Train users and admins on new workflows and ServiceNow-integrated features.

Qualifications

To be successful in this role you have:

Education: Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

Experience: 3–5 years of experience in IT operations or security, including at least 1–2 years of direct involvement with CyberArk PAM solutions (Privilege Cloud, PSM, CPM, EPM).

Technical Skills:

• Familiarity with CyberArk PAM components and their operational usage
  • Experience in Windows and Linux server administration
  • Knowledge of ServiceNow ITSM modules (Incident, Request, Change) and understanding of basic workflows
  • Basic knowledge of networking concepts such as TCP/IP and firewalls
  • Experience using Splunk for log review and troubleshooting
  • Ability to follow technical documentation and perform operational procedures
  • Awareness of ServiceNow platform development or ServiceNow Studio is considered an asset
  • Ability to work collaboratively within a distributed team
  • Capability to communicate technical information to non-technical stakeholders
  • Interest in security-related work
  • Ability to function in team environments that value collaboration
  • Capacity to engage in self-directed learning and independent problem solving

Soft Skills: Proficient written and verbal communication abilities, interpersonal skills, and problem-solving skills focused on meeting customer needs. Ability to contribute effectively within a team structure.

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 law. In 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 globaltalentss@servicenow.com 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. 

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.