ServiceNow📣 Job Ad

About Systems Arabia and the Role

Systems Arabia is seeking a skilled ServiceNow ITSM Specialist to join its IT team in Riyadh, Saudi Arabia. This is a full-time position focused on governing, optimizing, and continuously improving IT Service Management (ITSM) processes. The role spans both on-premise and cloud-based ServiceNow environments, requiring strong knowledge of ITSM best practices and ServiceNow administration.

Core Responsibilities

The ServiceNow ITSM Specialist will be responsible for a range of activities to ensure high-quality service delivery and system efficiency. Key responsibilities include:

• Managing and optimizing ITSM processes, including Incident, Change, Request, and Problem Management.
• Governing and enhancing IT service delivery processes in alignment with ITIL best practices.
• Configuring, implementing, and maintaining ServiceNow solutions across on-premise and cloud environments.
• Developing and implementing change requests, enhancements, and workflow improvements within ServiceNow.
• Configuring and maintaining ServiceNow MID Servers and supporting system integrations.
• Designing, developing, and troubleshooting API and web service integrations with third-party systems.
• Monitoring service performance, identifying process improvement opportunities, and recommending optimization initiatives.
• Classifying, prioritizing, and resolving IT service tickets while ensuring adherence to SLAs.
• Troubleshooting application, platform, and integration issues, collaborating with cross-functional teams as needed.
• Maintaining technical documentation and supporting governance, compliance, and audit requirements.

Required Qualifications and Experience

Candidates should possess 5-10 years of relevant experience and demonstrate a solid foundation in IT Service Management principles:

• Strong experience working with ServiceNow in both on-premise and cloud environments.
• Solid understanding of ITSM lifecycle processes and the ITIL framework.
• Hands-on experience with Incident, Change, Request, and Problem Management modules.

Technical Skills and Knowledge

The role requires specific technical proficiencies to effectively manage and enhance ServiceNow environments:

• 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.

Professional Competencies

Beyond technical skills, the ideal candidate will also demonstrate strong problem-solving and communication abilities:

• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and stakeholder management abilities.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to contribute to the IT Service Management framework within Systems Arabia.