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 won’t just imagine the future-you’ll create it.
We are seeking an IAM Operations Senior Specialist (ServiceNow Platform) with hands-on AIOps/AI skills and deep ServiceNow experience to ensure stability, reliability, and continuous improvement of Identity & Access Management services delivered through the ServiceNow platform. This role owns end-to-end operational excellence for IAM services (e.g., Access Requests, Service Catalog, workflows/Flow Designer, integrations, reporting, monitoring) and applies AI-driven operations techniques to prevent incidents, accelerate restoration, improve routing accuracy, and increase self-service/deflection 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 You’ll Do (Key Responsibilities)
ITIL-Aligned IAM Operations & AI-Enabled ServiceNow Operations (Specialized Skills)
Own day-to-day IAM Operations for access request fulfillment, joiner-mover-leaver processes, RBAC enforcement, authentication/MFA support, and integration health—ensuring secure, compliant, and reliable service delivery.
Operate IAM services using ITIL best practices (Incident, Problem, Change, and Knowledge Management), including SLA/SLO adherence, major incident coordination, post-incident reviews (PIRs), and continuous service improvement.
Leverage AIOps to reduce operational noise and improve outcomes (MTTR, incident recurrence, misroutes, and self-service deflection) through intelligent alerting, correlation, automated triage, and next-best-action recommendations.
Triage and resolve ServiceNow P1–P3 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
ITIL-based operations experience (Incident, Problem, Change, Knowledge) with demonstrated ownership of SLAs, major incident response, and service restoration in a production environment; ITIL v4 Foundation preferred.
Hands-on IAM Operations experience supporting access request fulfillment, identity lifecycle (JML), RBAC/least privilege, authentication/MFA, and audit/compliance controls; proven ability to troubleshoot cross-domain issues (IAM platform, ServiceNow, directories, SSO, and integrations).
10+ years of hands-on experience leveraging AI/AIOps capabilities in ServiceNow for ITSM/IAM operations, including Predictive Intelligence, AI Search, Virtual Agent, and Now Assist, with demonstrated impact on MTTR, routing accuracy, and self-service/deflection.
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
Supervisory:
No.
#Cybersecurity
Weekly Hours:
40
Time Type:
Regular
Location:
IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg
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 law. In 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.