ServiceNow

Position Overview

We are seeking a skilled ServiceNow ITSM Specialist to join our IT team. The ideal candidate will be responsible for governing, optimizing, and continuously improving IT Service Management (ITSM) processes across both on-premise and cloud-based ServiceNow environments. This role requires strong knowledge of ITSM best practices, ServiceNow administration, and the technical ability to implement system enhancements and change requests while ensuring high-quality service delivery.

Responsibilities

• Manage and optimize ITSM processes, including Incident, Change, Request, and Problem Management.
• Govern and enhance IT service delivery processes in alignment with ITIL best practices.
• Configure, implement, and maintain ServiceNow solutions across on-premise and cloud environments.
• Develop and implement change requests, enhancements, and workflow improvements within ServiceNow.
• Configure and maintain ServiceNow MID Servers and support system integrations.
• Design, develop, and troubleshoot API and web service integrations with third-party systems.
• Monitor service performance, identify process improvement opportunities, and recommend optimization initiatives.
• Classify, prioritize, and resolve IT service tickets while ensuring adherence to SLAs.
• Troubleshoot application, platform, and integration issues, collaborating with cross-functional teams as needed.
• Maintain technical documentation and support governance, compliance, and audit requirements.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong experience working with ServiceNow in both on-premise and cloud environments.
• Solid understanding of ITSM lifecycle processes and ITIL framework.
• Hands-on experience with Incident, Change, Request, and Problem Management modules.
• Experience configuring and managing ServiceNow MID Servers.
• Knowledge of REST/SOAP APIs, web services, and system integrations.
• Experience implementing ServiceNow enhancements, workflows, and change requests using scripting and coding.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and stakeholder management abilities.
• ServiceNow and/or ITIL certifications are considered an advantage.
• Saudi Nationals are encouraged to apply