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: ALSERRY

: Contract or Full-Time (SOW-Aligned)

: Remote (U.S. or Global – overlapping U.S. business hours required)

: Director of Cloud & Managed Services

: 60,000 L.E

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ALSERRY L.L.C. seeks a certified ServiceNow Admin & Solution Designer to manage and design an enterprise ITSM instance, supporting a managed IT Helpdesk with integrations and reporting.

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• Provision, configure, and administer ServiceNow instances

• Manage users, roles, groups, and access controls

• Configure ITSM modules:

• Incident

• Request

• Problem

• Change Enablement (standard changes)

• Maintain service catalog items and workflows

• Perform platform upgrades, patching, and maintenance

• Monitor instance health and performance

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• Design scalable ITSM processes aligned with ITIL best practices

• Configure forms, business rules, UI policies, and flows (low-code)

• Create dashboards, reports, and KPIs for helpdesk operations

• Define governance standards for workflows, naming, and lifecycle

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• Configure REST/API integrations using Integration Hub

• Manage inbound and outbound data flows

• Support integrations with identity systems, monitoring tools, and ticketing sources

• Troubleshoot integration issues

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• Maintain configuration and operational documentation

• Support knowledge transfer and potential future platform handover

• Ensure designs are auditable and contract-compliant

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Candidates must hold at least one of the following active certifications:

• ServiceNow Certified System Administrator (CSA) – Required

• ServiceNow Certified Implementation Specialist – ITSM (Preferred)

Applications without ServiceNow certification or English fluency will not be considered.

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• 3+ years of hands-on ServiceNow administration experience

• Strong experience with ITSM module configuration

• Experience with Integration Hub Starter

• Working knowledge of ITIL-based service management

• Experience with REST APIs and JSON

• Strong understanding of roles, ACLs, and security best practices

• Familiarity with CMDB concepts (implementation optional/future scope)

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Nice-to-Have (Not Required)

• ITIL v4 certification

• CMDB or Discovery experience

• HAM/SAM exposure

• Experience supporting MSP or managed helpdesk environments

• Experience with platform handover or tenant transition projects

ServiceNow Administrator & Solution Designer