We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
We are on the lookout for a highly talented and self-motivated ServiceNow Consultant to join us on our journey in advancing the technological world through innovation and creativity.
Role Overview
We are seeking an experienced ServiceNow Consultant with 8+ years of expertise to support a leading UAE-based banking client. The role involves conducting a comprehensive gap assessment of the current ServiceNow environment, identifying process and technology inefficiencies, and driving automation and platform optimization initiatives aligned with banking and regulatory standards.
Key Responsibilities
- Gap Assessment & Analysis
- Perform end-to-end assessment of the existing ServiceNow platform (ITSM, ITOM, integrations, workflows).
- Identify gaps in current configurations, processes, and governance frameworks.
- Evaluate alignment with ITIL best practices and banking compliance requirements.
- Provide actionable recommendations to optimize platform usage and performance.
- Automation & Optimization
- Identify opportunities for automation across incident, problem, change, request, and operational workflows.
- Design and implement automated solutions using ServiceNow capabilities (Flow Designer, Integration Hub, scripting).
- Enhance existing workflows to improve efficiency, reduce manual effort, and minimize turnaround time (TAT).
- Introduce self-service and AI-driven capabilities where applicable.
- Solution Design & Implementation
- Define target-state architecture and roadmap for ServiceNow enhancements.
- Configure and customize modules as per business requirements.
- Lead implementation of new features, integrations, and process improvements.
- Ensure scalability, security, and compliance within the banking environment.
- Stakeholder Engagement
- Collaborate with business, IT, and compliance teams to understand pain points and expectations.
- Present findings, gap analysis reports, and recommended solutions to senior stakeholders.
- Act as a trusted advisor for ServiceNow best practices and roadmap planning.
- Governance & Compliance
- Ensure adherence to UAE banking regulations, security policies, and internal controls.
- Establish governance frameworks for ServiceNow usage, upgrades, and change management.
- Support audit readiness and documentation requirements.
- Continuous Improvement
- Monitor platform performance and proactively suggest enhancements.
- Stay updated with ServiceNow releases and recommend adoption of new features.
- Drive standardization and best practices across IT service management processes.
Required Skills & Experience
- 8+ years of overall IT experience, with strong hands-on expertise in ServiceNow.
- Proven experience in ServiceNow gap assessment, transformation, and optimization projects.
- Deep knowledge of:
- ITSM (Incident, Problem, Change, Request Management)
- ITOM / CMDB (preferred)
- ServiceNow workflow automation (Flow Designer, Business Rules, Script Includes)
- Experience in automation and process re-engineering initiatives.
- Strong understanding of ITIL frameworks and service management best practices.
- Exposure to banking or financial services domain (UAE/Middle East preferred).
- Experience working with integrations (REST/SOAP APIs, third-party tools).
- Strong analytical, problem-solving, and documentation skills.
- Excellent stakeholder management and communication skills.
Preferred Qualifications
- ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM, or equivalent).
- Experience in UAE banking compliance/security standards.
- Exposure to AI/automation capabilities within ServiceNow (Virtual Agent, Predictive Intelligence).
Why Us: -
We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees,
- Our company is extremely diverse with 165 nationalities represented.
- We offer the opportunity to work with colleagues across the globe.
- We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
- We offer comprehensive benefits for all employees.
- We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.
Equality & Opportunity for All: -
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
