Service Now Customer Support Engineer II (Full-Time) - United States
Customer Service
Research Triangle Park, Durham, NC, USA
USD 76,300-98,400 / year + Equity
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
The application window is expected to close on: 06/24/2026
Meet the Team
The mission of the Security & Trust Organization (S&TO) is to secure products and services, protect Cisco and its employees, and cultivate trust with our customers, partners, and regulators.
Thrive on our dynamic and collaborative team where you’ll work closely with a diverse network of internal and external stakeholders to drive essential security initiatives. The Security and Trust Organization (S&TO) is dedicated to cultivating an innovative, growth-focused culture. You’ll have the opportunity to collaborate with teams across Cisco, including IT, Product, Customer Experience (CX), and nearly every business unit, to deliver critical security solutions.
Your Impact
As a ServiceNow Customer Support Engineer, you will design, maintain, and optimize ServiceNow capabilities that support Cisco's cloud, platform, and security operations — helping drive automation, operational efficiency, and compliance across the Security & Trust Organization. Working closely with Engineering, SRE, and Security teams, you will:
- 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.
Minimum Qualifications
• 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.
Preferred Qualifications
• 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.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Message to applicants applying to work in the U.S. and/or Canada:
The starting salary range posted for this position is $76,300.00 to $98,400.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
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 of unused sick time carried forward from one calendar year to 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 incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and
Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$92,200.00 - $135,100.00Non-Metro New York state & Washington state:
$81,800.00 - $124,100.00* 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.