This position serves as the main connection between security teams and agency customers by guiding service adoption, sharing updates, and helping resolve issues. You will have the opportunity to support agencies as they work to protect systems, follow security expectations, and use modern tools safely. As an IT Security Customer Success Manager, you will perform the following duties:
- Agency Support: Serve as the primary contact to help agencies understand and use enterprise security services
- Service Adoption: Help agencies onboard and apply tools such as monitoring, endpoint protection, identity security, and vulnerability management
- Network Guidance: Assist with firewall needs, access rules, and Zero Trust connections through Zscaler
- Issue Coordination: Work with engineering teams to address customer requests and explain risk or compliance considerations
- Incident Communication: Support agencies during security events by sharing updates and coordinating follow-up actions
- Customer Engagement: Lead meetings, reviews, and trainings to ensure customers understand services and upcoming changes
Interested in learning more? Additional details regarding this position can be found in the position description.
Work Schedule and Additional Information:
- Full-time employment
- Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
- Telework: You may have the opportunity to work from home (telework) part-time, up to 2 days per week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
- Salary: In some cases, the starting salary may be non-negotiable.
- You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.
QUALIFICATIONS
Minimum Experience and Training Requirements:
- Ten years of professional information technology experience; or
- Six years of professional information technology experience and a bachelor’s degree; or
- An equivalent combination of experience and training.
Additional Requirements:
- You must have three or more years of experience with cybersecurity operations including SOC functions, incident response, threat detection, and vulnerability management.
- You must have three or more years of experience with Zscaler technologies, Zero Trust Network Access (ZTNA), cloud security architectures, and secure remote access principles.
- You must have three or more years of experience with firewall technologies, including rule-based access control, network segmentation, least privilege rule design, traffic flow analysis, and change management workflows.
- You must have three or more years of experience in customer success, IT service delivery, relationship management, vendor management, and IT security support
- You must be able to perform essential job functions.
Preferred Qualifications (not required):
- Experience dealing with technical security concepts in business-friendly language for agency leadership, program managers, and IT staff
Legal Requirements:
- You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.
How to Apply:
- Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
- If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
- Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
- Failure to comply with the above application requirements may eliminate you from consideration for this position.
- All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.
Veterans:
- Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.
Telecommunications Relay Service (TRS):
- 711 (hearing and speech disabilities or other individuals).
If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.
The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.