ServiceNow Technical Lead (Facility Management)

About the Role

Muller's Solutions is seeking a highly skilled and experienced ServiceNow Technical Lead (Facility Management) to spearhead the implementation of a cutting-edge ServiceNow-based Facility Management solution for a prominent enterprise client in Saudi Arabia. The ideal candidate will provide strategic technical leadership, innovative solution design, and expert platform configuration to deliver a robust Facility Management system that enhances operational efficiency and drives business excellence. This role demands a deep understanding of ServiceNow’s capabilities, SAP integrations, and enterprise-level solution architecture to ensure seamless deployment and long-term success.

Key Responsibilities

The ServiceNow Technical Lead will be responsible for leading the entire lifecycle of the Facility Management solution implementation, from initial design through to post-production support. The role encompasses the following core responsibilities:

• Solution Leadership: Provide technical leadership and guidance to the implementation team, ensuring alignment with business objectives and technical requirements.
• Solution Design & Configuration: Design and implement scalable ServiceNow solutions tailored to Facility Management operations, including customization and configuration of modules to meet specific business needs.
• Core Capabilities Delivery: Develop and configure essential ServiceNow modules to support Facility Management operations, such as:
  • Maintenance Management
  • Work Order Management
  • Service Requests
  • Workplace Support Services
  • Transportation Services
  • Telecommunications Services
  • Inventory Management
  • Customer Relationship Management
  • Technical Support
  • Asset Engineering
  • KPI & SLA Management
  • Reporting and Dashboards
• SAP Integration: Design and oversee seamless integrations between ServiceNow and SAP systems to ensure data consistency and operational efficiency. Key integrations include:
  • Vendors
  • Contracts
  • Purchase Orders
  • Service Entry Sheets (SES)
  • Payment Status
• Technical Oversight: Lead technical design sessions, architecture reviews, and development activities to ensure adherence to best practices and industry standards.
• Integration Development: Develop and review integrations using advanced ServiceNow technologies, including REST/SOAP APIs, IntegrationHub, MID Server, and other integration tools.
• Team Leadership & Mentorship: Provide technical guidance and mentorship to developers and implementation teams, fostering a collaborative and high-performance environment.
• Testing & Deployment Support: Support solution testing, including System Integration Testing (SIT), User Acceptance Testing (UAT), production deployment, and hypercare activities to ensure a smooth transition to live operations.
• Documentation & Governance: Prepare comprehensive technical documentation, solution designs, and implementation artifacts to support ongoing maintenance and future enhancements.
• Compliance & Standards: Ensure adherence to ServiceNow best practices, governance policies, security protocols, and performance optimization standards throughout the implementation lifecycle.

Requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 8 years of hands-on experience in ServiceNow implementation and administration.
• At least 3 years of experience in a Technical Lead or Solution Architect role, with a proven track record of delivering end-to-end ServiceNow implementations.
• Demonstrated expertise in ServiceNow Workplace Service Delivery (WSD), Workplace Services, Facility Management, or related modules.
• Proven experience in implementing Maintenance Management, Work Orders, Service Requests, Asset Management, and Workplace Services.
• Strong background in integrating ServiceNow with SAP ERP, SAP S/4HANA, and/or SAP Ariba systems.
• Hands-on experience with IntegrationHub, Flow Designer, Script Includes, Business Rules, Client Scripts, REST APIs, SOAP APIs, and MID Server.
• In-depth knowledge of ServiceNow platform architecture, development best practices, and performance optimization techniques.

Preferred Skills

• ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist (CIS).
• Experience with Workplace Service Delivery (WSD), ITSM, ITAM, or CSM modules.
• Expertise in enterprise reporting, dashboard development, KPI management, and SLA tracking.
• Strong stakeholder management and communication skills to engage with cross-functional teams and senior leadership.

Preferred Experience

• Prior experience delivering ServiceNow Facility Management solutions in large enterprise environments.
• Familiarity with SAP procurement and finance process integrations within ServiceNow.
• Proven ability to lead technical teams through the full project lifecycle, from initial design to go-live and post-production support.