ServiceNow Support Engineer Service & Change Management

About the Role

TawanTech is seeking a ServiceNow Support Engineer with a focus on Service and Change Management. This full-time position is based in Riyadh, Riyadh Province, and requires 2-5 years of relevant experience. The role involves providing technical and functional support for the ServiceNow platform within a banking environment, ensuring stability, availability, and continuous improvement of services.

Role Purpose

The primary purpose of this role is to deliver L2/L3 support for the ServiceNow platform, specifically for Service Management and Change Management processes. The engineer will be responsible for maintaining ITSM operations, troubleshooting issues, and ensuring compliance with banking policies and ITIL best practices.

Key Responsibilities

• Provide L2/L3 support for ServiceNow, covering incident, problem, request, and change management processes.
• Administer and support ServiceNow ITSM modules to ensure reliable daily operations.
• Manage and support Change Management workflows, approvals, scheduling, risk assessment, and implementation.
• Troubleshoot and resolve ServiceNow incidents, defects, workflow issues, and integration problems.
• Monitor ServiceNow platform performance and identify areas for improvement.
• Configure and maintain ServiceNow forms, workflows, business rules, notifications, SLAs, and user access.
• Support Change Advisory Board (CAB) activities and ensure adherence to governance procedures.
• Collaborate with IT Operations, Infrastructure, Application Support, and Development teams to resolve ServiceNow issues.
• Support integrations between ServiceNow and other enterprise systems.
• Perform root cause analysis for recurring incidents and implement corrective actions.
• Prepare operational reports and dashboards related to incidents, requests, changes, and service performance.
• Ensure ServiceNow processes align with ITSM best practices, internal controls, and banking policies.
• Participate in ServiceNow upgrades, releases, enhancements, testing, and deployment.
• Maintain technical documentation, knowledge articles, and support procedures.
• Ensure compliance with information security, audit, risk, and regulatory requirements in a banking environment.
• Participate in 24/7 support and on-call activities as required.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4–7 years of experience in ServiceNow administration, support, or ITSM platform operations.
• Hands-on experience with ServiceNow ITSM, particularly Incident, Problem, Request, and Change Management.
• Strong understanding of ITIL processes and IT Service Management practices.
• Practical experience supporting Change Management and CAB processes.
• Previous experience working in a banking or financial services environment is required.
• Experience with ServiceNow configuration, workflows, business rules, SLAs, notifications, and access management.
• Good understanding of ServiceNow integrations and APIs.
• Experience with ServiceNow upgrades, releases, testing, and production support.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Good understanding of IT governance, risk, compliance, and change control within regulated environments.
• ServiceNow Certified System Administrator (CSA) is preferred; ITIL certification is an advantage.
• Strong communication and stakeholder management skills.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic banking environment. The role may require participation in 24/7 support and on-call activities as needed.