Information Security Analyst, CX

So, what’s the role all about? 

The Information Security Analyst sits at the intersection of security, sales, and technical account managers serving as a point of contact for customer and prospect security inquiries. You will own the response to security questionnaires, support contract reviews on security and privacy terms, and act as a trusted advisor to external customers on our security posture. This role is critical to accelerating deal cycles, building customer trust, and reinforcing our security program.

Key Responsibilities

• Respond to customer and prospect security questionnaires (SIG, CAIQ, VSA, and custom formats), ensuring accurate, timely, and consistent answers.
• Maintain and continuously improve the security questionnaire knowledge base, response library, and trust portal content so that answers stay current and reusable.
• Serve as the front-line responder for inbound customer security inquiries via email and ticketing helping to translate technical controls into clear business language..
• Ensure the public trust center is up to date with security whitepapers, and standard customer-facing security documentation.
• Document all customer security interactions in the CRM and ticketing systems in accordance with SLAs, and report on questionnaire volume, turnaround time, and deal impact.
• Read and interpret third-party audit reports (SOC 2 Type II, ISO 27001, penetration test report summaries) and represent findings to customers in questionnaires and security responses.
• Coordinate cross-functional input from other internal teams to validate questionnaire answers and resolve gaps between stated controls and operational reality.

Required Qualifications

• 3+ years in a security, GRC, trust, or technical customer-facing role, with direct ownership of security questionnaires and customer inquiries.
• Hands-on experience responding to SIG, CAIQ, VSA, and bespoke enterprise security questionnaires.
• Working knowledge of SOC 2, ISO 27001, and at least one of HIPAA, PCI DSS, GDPR, or FedRAMP.
• Experience reviewing security and privacy provisions in commercial contracts (MSAs, DPAs, BAAs) and collaborating with Legal on redlines.
• Strong written and verbal communication — able to translate complex technical controls for non-technical audiences (procurement, legal, executives).
• Solid grounding in core security domains: access control, encryption, vulnerability management, incident response, network security, and secure SDLC.
• Familiarity with cloud infrastructure (AWS, Azure, or GCP) and SaaS security models.
• Demonstrated ability to manage a high-volume queue with competing deadlines while maintaining accuracy.
• Bachelor's degree in a relevant field, or equivalent practical experience.
• Excellent organizational and project management skills with ability to own a high-volume queue, set priorities, and drive multi-stakeholder responses to deadline.
• Fast learner with a demonstrated ability to self-educate on new technologies, products, and evolving security frameworks.
• Proven ability to work collaboratively across technical and business teams, and to handle confidential customer and company information with discretion.

Nice to Have

• Security certifications such as CISSP, CISA, CISM, CCSK, or Security+.
• Experience with trust portal platforms (ServiceNow, Whistic, Vanta Trust, Drata Trust).
• Familiarity with AI/ML security and emerging frameworks (NIST AI RMF, ISO 42001).
• Verbal and written fluency in additional languages beyond English.

Requisition ID: 10749
Reporting into: Manager, Information Security CX
Role Type: Individual Contributor

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Note: Remember, this job description isn't exhaustive. Employees may be asked to handle other reasonable business duties assigned by their supervisor or management. The organization also has the flexibility to adjust job duties as needed. Keep in mind that this role might entail overtime, and working during non-traditional hours like nights, early mornings, and weekends. Additionally, being on-call may be required.