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Role Purpose

The IT Security Data Analyst Intern will support the Cybersecurity team by monitoring and analyzing security-related tickets in ServiceNow, assisting in the tracking of ticket resolution, and helping maintain visibility of cybersecurity operational performance. This role is designed for a student who is interested in cybersecurity operations, data analysis, reporting, and process improvement. The role also offers an opportunity to explore the use of AI and automation in cybersecurity operations, such as identifying trends in ticket data, improving reporting efficiency, and supporting the evaluation of AI-assisted operational use cases under supervision.

The intern will work closely with cybersecurity analysts, IT support teams, and service management teams to ensure tickets are properly monitored, updated, escalated when needed, and reported accurately. In addition, the intern may assist with basic security metrics, dashboard preparation, documentation, and coordination activities.

Responsibilities

• Monitor ServiceNow tickets assigned to the Cybersecurity team.
• Track ticket status, age, priority, ownership, and resolution progress.
• Follow up with ticket assignees or designated team members to ensure updates are provided in a timely manner.
• Help identify overdue, stalled, or unresolved tickets and escalate them to the appropriate supervisor or analyst.
• Support the maintenance of accurate ticket records, including categorization, assignment groups, and closure notes.
• Assist in preparing daily, weekly, or monthly reports on ticket volumes, response times, resolution times, backlog trends, and SLA compliance.
• Analyze historical ticket data to identify recurring issues, bottlenecks, or trends affecting cybersecurity operations.
• Create and maintain dashboards, spreadsheets, or visual reports for management review.
• Assist in exploring AI-enabled methods to improve cybersecurity reporting, ticket classification, and trend analysis.
• Support the review of ticket data to identify opportunities where automation or AI tools could reduce manual effort.

Experiences/Education - Required

• Currently pursuing a degree in Information Technology, Cybersecurity, Computer Science, Information Systems, Data Analytics, or a related field.
• Basic understanding of IT systems, cybersecurity concepts, or service management processes.
• Strong attention to detail and organizational skills.
• Ability to work with structured data in spreadsheets or reporting tools.
• Good written and verbal communication skills.
• Ability to manage routine follow-up tasks and meet deadlines.
• Comfortable learning new systems and processes.

Work Experience desired

• Demonstrated interest in AI, automation, or data-driven problem solving, especially in IT or cybersecurity contexts.
• Familiarity with ServiceNow or similar ticketing platforms.
• Basic knowledge of ITIL, incident management, or service request workflows.
• Experience with Excel or reporting/dashboard tools.
• Introductory understanding of cybersecurity domains such as:
• incident response
• vulnerability management
• access management
• phishing or email security
• Basic data analysis skills are a plus.
• Experience creating reports, charts, or operational summaries is desirable.

Desired Skills

• Data tracking and reporting
• Analytical thinking
• Attention to detail
• Time management
• Professional communication
• Process documentation
• Basic cybersecurity awareness
• Ticket lifecycle monitoring
• Dashboard and spreadsheet preparation
• Academic, personal, or project-based exposure to AI, machine learning, natural language processing, or automation tools.