ServiceNow ITSM Consultant

About the Role

Alfanar is seeking a ServiceNow ITSM Consultant to join their 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.

Key Responsibilities

• Participate in workshops to gather and document business and technical requirements for ESM initiatives.
• Analyze business processes and identify improvement opportunities 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.
• Troubleshoot platform issues and assist in resolving defects and configuration-related problems.
• Support CMDB maintenance to ensure data accuracy, consistency, and integrity.
• Assist with managing configuration items (CIs), relationships, and service dependency mappings.
• Support Discovery and other CMDB data population activities.
• Identify and help resolve CMDB data quality, reconciliation, and relationship issues.
• Work with business 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.
• Perform functional and integration testing of workflows, configurations, automations, and integrations.
• Support User Acceptance Testing (UAT) and document and track identified issues.
• Create and maintain ServiceNow reports and dashboards based on business requirements.
• Support the development of KPIs and operational metrics for monitoring service performance.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant experience in ServiceNow ITSM consulting.
• Demonstrated ability to implement, configure, and enhance ServiceNow ESM solutions.
• Experience with ServiceNow modules including ITSM, ITOM, ITBM, and CMDB.
• Proficiency in configuring forms, workflows, business rules, notifications, approvals, and UI policies.
• Experience in developing and maintaining scripts, APIs, and configurations.
• Strong troubleshooting skills for platform and CMDB-related issues.

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.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide periodic reports detailing deviations and execution of planned tasks.
• Solve arising problems and escalate complex operational issues.
• Ensure quality requirements to develop effective quality control and 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.

Work Environment

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

Application Process

The salary for this position will be disclosed during the application process. Qualified candidates are encouraged to apply.