ServiceNow

Position Overview

We are seeking a highly proficient ServiceNow ITSM Specialist to strengthen our IT team and drive excellence in IT Service Management (ITSM) operations. The successful candidate will be responsible for overseeing, refining, and elevating ITSM processes within both on-premise and cloud-based ServiceNow environments. This role demands a deep understanding of ITSM best practices, hands-on ServiceNow administration, and the technical expertise to execute system enhancements and change requests while maintaining exceptional service standards. The ideal professional will combine technical acumen with strategic thinking to optimize IT service delivery and support organizational objectives.

Key Responsibilities

• Process Governance and Optimization: Lead the management and continuous improvement of core ITSM processes, including Incident, Change, Request, and Problem Management, ensuring alignment with ITIL best practices and organizational goals.
• ServiceNow Administration and Configuration: Configure, implement, and maintain ServiceNow solutions across diverse environments, including on-premise and cloud deployments, to enhance operational efficiency and user experience.
• Enhancement and Change Management: Develop, implement, and monitor change requests, system enhancements, and workflow improvements within ServiceNow to drive process maturity and service excellence.
• Integration and Technical Support: Configure and maintain ServiceNow MID Servers while providing robust support for system integrations, including API and web service integrations with third-party platforms, ensuring seamless data flow and interoperability.
• Performance Monitoring and Continuous Improvement: Proactively monitor service performance, identify process gaps, and recommend optimization initiatives to enhance service delivery and meet or exceed Service Level Agreements (SLAs).
• Incident and Problem Resolution: Classify, prioritize, and resolve IT service tickets with precision, ensuring adherence to SLAs and minimizing service disruptions through effective incident and problem management.
• Troubleshooting and Collaboration: Diagnose and resolve complex application, platform, and integration issues, collaborating closely with cross-functional teams to deliver timely and effective solutions.
• Documentation and Compliance: Maintain comprehensive technical documentation to support governance, compliance, and audit requirements, ensuring transparency and accountability in all ITSM operations.

Qualifications and Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Technical Expertise: Extensive hands-on experience with ServiceNow in both on-premise and cloud environments, with a proven track record in ITSM lifecycle management and ITIL framework application.
• Module Proficiency: Demonstrated experience configuring and managing Incident, Change, Request, and Problem Management modules within ServiceNow.
• Integration Skills: Strong knowledge of REST/SOAP APIs, web services, and system integrations, with the ability to design and troubleshoot complex integrations.
• Scripting and Coding: Experience implementing ServiceNow enhancements, workflows, and change requests using scripting and coding languages to drive automation and efficiency.
• Analytical and Problem-Solving Skills: Exceptional troubleshooting abilities and a methodical approach to resolving technical challenges, coupled with strong analytical thinking.
• Communication and Stakeholder Management: Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels to drive alignment and adoption of ITSM initiatives.
• Certifications: ServiceNow and/or ITIL certifications are highly desirable and will be considered a significant advantage.
• Local Preference: Saudi Nationals are strongly encouraged to apply.