ServiceNow ITSM Consultant

About the Role

Alfanar is seeking a ServiceNow ITSM Consultant to join its team in Riyadh, Saudi Arabia. This full-time role involves supporting the implementation, configuration, and enhancement of ServiceNow ESM solutions. The consultant will translate business requirements into effective technical solutions, support platform operations, and drive continuous improvements within the ServiceNow environment.

Key Responsibilities

• Participate in workshops to gather and document business and technical requirements for ESM initiatives.
• Analyze business processes and identify opportunities for improvement using ServiceNow capabilities.
• Translate business requirements into functional and technical specifications.
• Collaborate with business and IT teams to support the design and implementation of ServiceNow solutions.
• Configure and maintain ServiceNow modules, including ITSM, ITOM, ITBM, and CMDB.
• Configure forms, workflows, business rules, notifications, approvals, and UI policies.
• Assist in designing and implementing workflows, automations, and integrations.
• Develop and maintain scripts, APIs, and configurations based on approved requirements.
• Provide functional and technical support for ServiceNow applications and configurations, troubleshooting platform issues and resolving defects.
• Support CMDB maintenance to ensure data accuracy, consistency, and integrity, including managing configuration items (CIs) and service dependency mappings.
• Work with stakeholders, IT teams, and vendors to understand requirements and support solution delivery.
• Prepare and maintain technical documentation, configuration documents, and user guides.
• Assist in preparing test scenarios, test cases, and test plans for ServiceNow solutions, and perform functional and integration testing.
• Create and maintain ServiceNow reports and dashboards based on business requirements.

Role Accountabilities

• Maintain updated soft and technical skills relevant to the job.
• Perform planned activities to meet operational and development targets as per delivery schedules, utilizing resources effectively.
• Solve arising problems and escalate complex operational issues as needed.
• Ensure quality requirements are met and develop effective quality control processes.
• Coordinate well-defined written systems, policies, procedures, and seek automation opportunities.
• Comply with related policies, procedures, and work instructions.
• Ensure compliance with relevant safety, quality, and environmental management procedures.

Qualifications and Experience

• A minimum of 5-10 years of experience in a relevant field.
• Proven experience in ServiceNow implementation, configuration, and support.
• Strong understanding of ServiceNow modules including ITSM, ITOM, ITBM, and CMDB.
• Ability to translate business requirements into technical solutions.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role requires collaboration with various business stakeholders, IT teams, and vendors to deliver effective ServiceNow solutions.