ServiceNow Technical Analyst

About the Role

KAUST (King Abdullah University of Science and Technology) is seeking a ServiceNow Technical Analyst to join their team in Thuwal, Makkah. This full-time role is essential for the day-to-day administration, configuration, and technical support of the ServiceNow platform, specifically for the Shaheen 3 compliance program. The position involves hands-on technical capability across platform configuration, workflow automation, CMDB, ITOM, and integrations.

Role Responsibilities

The ServiceNow Technical Analyst will support the Lead and collaborate with IT infrastructure, operations, cybersecurity, asset management, and business stakeholders to translate operational requirements into secure, maintainable, and scalable ServiceNow solutions. Key responsibilities include:

• Configure, administer, and maintain ServiceNow applications, forms, tables, fields, views, and other platform components.
• Develop and enhance platform functionality using Flow Designer, workflows, business rules, client scripts, and UI policies.
• Administer users, groups, roles, and Access Control Lists (ACLs) to ensure appropriate platform access.
• Investigate and resolve ServiceNow configuration, application, data, and platform issues.
• Support incident investigation and troubleshooting related to ServiceNow configuration, integrations, or data quality.
• Promote ServiceNow platform standards and configuration best practices to minimize unnecessary customization.
• Provide technical support for the Shaheen 3 program and associated infrastructure environments.
• Support the CMDB module with relevant Shaheen 3 configuration items and work with technical teams to establish CI classifications, attributes, and relationships.
• Support integration of authorized infrastructure-management, discovery, and monitoring data sources with ServiceNow.
• Assist in ensuring Shaheen 3 configuration information in ServiceNow supports operational management, incident, change processes, and compliance requirements.
• Support the administration and maturity of the ServiceNow Configuration Management Database (CMDB), including configuring and maintaining CI classes and relationships.
• Support ServiceNow Discovery, MID Servers, and other data sources for infrastructure and application configuration.
• Investigate and assist with remediation of duplicate, stale, incomplete, or incorrectly classified configuration items.
• Support Hardware Asset Management processes throughout the asset lifecycle and maintain asset models and records.
• Configure, support, and maintain integrations between ServiceNow and enterprise platforms using REST APIs, SOAP web services, and IntegrationHub.
• Develop and maintain import sets, transform maps, data sources, and other integration components.
• Troubleshoot API connectivity, authentication, transformation, and data-mapping issues.
• Support ServiceNow releases, upgrades, patches, and platform enhancement activities, including technical testing and managing update sets.
• Design and maintain ServiceNow reports, dashboards, and performance visualizations.
• Maintain configuration standards, documentation, and dashboards for ongoing platform administration.

Required Qualifications and Experience

Candidates for this role should possess the following qualifications and experience:

• Minimum of 3–5 years of hands-on experience administering, configuring, or developing on the ServiceNow platform.
• Working knowledge of ITIL principles and enterprise IT service-management processes.
• Knowledge of REST APIs, SOAP web services, JSON, XML, and enterprise system-integration concepts.
• Understanding of enterprise infrastructure technologies including servers, networks, storage, cloud platforms, identity systems, and security technologies is desirable.

Key Skills and Attributes

The ideal candidate will demonstrate strong analytical, troubleshooting, and problem-solving skills, along with the ability to communicate clearly with technical and non-technical stakeholders. This role requires substantial personal responsibility and autonomy in administering, configuring, and troubleshooting the platform, working effectively within an established ServiceNow governance and technical framework.

• Ability to plan and prioritize technical work to achieve operational and project objectives.
• Effective collaboration with infrastructure, cybersecurity, application, asset-management, and business stakeholders.
• Capability to analyze problems involving multiple ServiceNow applications, integrations, and data sources.
• Proficiency in selecting and applying appropriate ServiceNow capabilities, standards, methods, and tools.
• Strong analytical, troubleshooting, and problem-solving skills.
• Clear communication and ability to produce high-quality technical documentation and support procedures.
• Effective planning, scheduling, and delivery of assigned work while maintaining security, data quality, and platform governance.

Work Environment

This is a full-time position based in Thuwal, Makkah. The role operates under general direction within an established ServiceNow governance and technical framework, contributing technical recommendations that influence the successful delivery of ServiceNow projects and operational outcomes.