ServiceNow ITSM Consultant

Job Overview

This role focuses on supporting the implementation, configuration, and enhancement of ServiceNow Enterprise Service Management (ESM) solutions. The consultant will translate business needs into technical implementations, maintain platform operations, and contribute to ongoing improvements.

Key Responsibilities

• Participate in workshops to gather and document business and technical requirements for ESM projects.
• Analyze business processes to identify improvement opportunities leveraging ServiceNow features.
• Convert business requirements into detailed functional and technical specifications.
• Collaborate with business and IT teams to design and implement ServiceNow solutions aligned with standards.
• Configure and maintain various ServiceNow modules including ITSM, ITOM, ITBM, and CMDB.
• Customize platform components such as forms, workflows, business rules, notifications, approvals, and UI policies.
• Develop scripts, APIs, and integrations based on requirements; provide functional and technical support.
• Diagnose and resolve platform and CMDB-related issues, supporting upgrades, releases, and maintenance.
• Assist in CMDB data management to ensure accuracy and support Discovery data population activities.
• Engage with stakeholders and vendors to clarify requirements and support delivery.
• Prepare technical and user documentation; provide support during testing, deployment, and post-production.
• Develop and execute test scenarios and plans; assist with defect tracking and resolution ensuring alignment with business needs.
• Create and maintain reports and dashboards, helping define KPIs and operational metrics.
• Continuously update soft and technical skills relevant to the role.
• Plan activities to meet operational and development goals efficiently and report progress.
• Address operational challenges proactively and escalate complex problems as needed.
• Ensure quality standards in development and adherence to policies and procedures.
• Promote documentation of processes with a focus on automation opportunities.
• Comply with safety, quality, and environmental regulations within the area of work.

Educational and Experience Requirements

A bachelor's degree in Computer Science or a related discipline is required. Candidates should have between four to six years of relevant work experience.

About the Employer

Alfanar is a Saudi-based company with global operations, specializing in manufacturing and trading a diverse range of electrical products spanning low to high voltage. Their portfolio extends to energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital technologies. The main manufacturing hub is located in Riyadh’s Medinet Alfanar Alsinaiya, featuring modern facilities and advanced technologies. Alfanar values high-quality standards and continuous development of its workforce, fostering a supportive environment that encourages employee growth and pride.