ServiceNow ITSM Consultant

About the Role

We are seeking a ServiceNow ITSM Consultant to support the implementation, configuration, and enhancement of ServiceNow Enterprise Service Management (ESM) solutions. This position will involve translating business needs into effective technical solutions, supporting existing platform operations, and driving continuous improvements across the ServiceNow environment.

Key Responsibilities

• Engage in workshops to gather detailed business and technical requirements for ESM projects.
• Analyze and optimize business processes leveraging ServiceNow capabilities.
• Convert business requirements into functional and technical specifications.
• Collaborate with both business and IT teams on the design and deployment of ServiceNow solutions.
• Implement ESM processes and solutions adhering to defined standards and requirements.
• Configure and maintain modules such as ITSM, ITOM, ITBM, and CMDB on the ServiceNow platform.
• Set up forms, workflows, business rules, notifications, approval processes, UI policies, and other platform components.
• Design and implement workflows, automations, and integrate with external systems.
• Develop and maintain scripts, APIs, and configurations based on approved specifications.
• Provide functional and technical assistance for ServiceNow applications and configurations.
• Troubleshoot platform issues and resolve defects and configuration-related problems.
• Support platform enhancements, regular releases, upgrades, and maintenance activities.
• Manage CMDB data to preserve accuracy, consistency, and integrity, including configuration item and relationship management.
• Assist with Discovery and other CMDB population tasks, troubleshooting data quality and reconciliation issues.
• Collaborate closely with stakeholders, IT teams, and vendors to understand requirements and facilitate solution delivery.
• Maintain technical documentation, configuration documents, and user manuals.
• Support implementation, testing, deployment, and post-production activities related to ServiceNow applications.
• Develop test scenarios, cases, and plans for ServiceNow functionalities and perform functional and integration testing.
• Facilitate User Acceptance Testing (UAT), document issues, and oversee defect remediation.
• Identify and suggest enhancements for ServiceNow configurations and user experiences.
• Create and maintain reports and dashboards to meet business needs and track KPIs and operational metrics.

Additional Role Accountabilities

• Continuously update technical and soft skills relevant to the role.
• Meet operational and development objectives within established schedules, costs, and resources.
• Provide periodic progress reports highlighting deviations and task execution.
• Effectively resolve issues, escalating complex problems when necessary.
• Ensure all activities align with quality standards and compliance requirements.
• Promote business process improvements, including automation opportunities.
• Adhere strictly to policies, procedures, safety, and environmental regulations.

Qualifications & Experience

• Bachelor’s degree in Computer Science or a related discipline.
• 4 to 6 years of relevant experience in ServiceNow implementations and support.

Technical Competencies

• Knowledge and experience with application development standards and procedures.
• Understanding of application system analysis, design, and architecture.
• Experience with desktop and distributed applications development and support.
• Competence in help desk application support and joint application development.

Company Overview

alfanar is a Saudi-based company with extensive international operations. It is engaged in manufacturing and trading electrical products across low, medium, and high voltages, alongside solutions for renewable energy, oil and gas, water treatment, infrastructure, technical services, and digital technologies. The company’s manufacturing operations are centered in a cutting-edge complex in Riyadh featuring advanced facilities and highly skilled staff. alfanar values its workforce as its most vital asset and fosters a supportive, empowering work environment that promotes pride and professional growth.