Cyber ITSM Specialist – Cyber Operations & SecOps

Cyber ITSM Specialist – Cyber Operations & SecOps
Location: Fully Remote
Target Start Date: 11/24/2025
Contract (90-days)
Pay Rate: $55.00-$75.00/hr

Summary
Our client, a global leader in security & safety product development and manufacturing, has an immediate need for a contract Cyber ITSM Specialist to design, build, and operate their cyber service management capabilities within Freshworks. This role partners closely with Cyber, Infrastructure, and Operations teams to ensure security events, assets, and vulnerabilities are managed through robust ITSM processes and automation.

Key Responsibilities

• Integrate SecureWorks SIEM with Freshworks SecOps to enable automated alert ingestion, enrichment, and ticket creation.
• Ensure effective end-to-end cyber incident management for:
• Incidents originating from telemetry / alert detections in SecureWorks SIEM, and
• Incidents raised as tickets in Freshworks by end users or company employees.This includes triage, classification, prioritization, routing, investigation, documentation, communication, and closure.
• Design and maintain the Cyber Service Catalog, including request types, workflows, and intake forms.
• Build and optimize cyber ticket queues and routing (CTI), ensuring clear ownership, SLAs, and escalation paths across L1/L2/L3 and Cyber Ops.
• Integrate Tenable with Freshworks to streamline vulnerability intake, prioritization, and remediation workflows.
• Define, implement, and continuously refine cyber incident and request use cases and playbooks within Freshworks (automation, notifications, and approvals).
• Set up and manage cyber alerting via SMS and other channels to support timely response and escalation.
• Develop a dynamic asset management capability that identifies unmanaged devices and endpoints missing required cyber tools and drives remediation through ITSM workflows.

• 5+ years in ITSM / SecOps roles with hands-on experience in Freshworks (or similar ITSM tools).
• Experience with SIEM (SecureWorks preferred), vulnerability management (Tenable), and cyber operations.
• Strong understanding of ITIL/ITSM processes, incident management, ticket routing, and automation in a security context

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