Senior ServiceNow & Access Control Specialist

iConnect IT Business Solutions DMCC; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

iConnect IT Business Solutions DMCC is seeking an experienced Service Desk Analyst with strong ServiceNow expertise to run our Corporate Services Service Desk from our Abu Dhabi office. You will ensure requests and work orders meet SLAs and KPIs while managing building access control accurately.

The role involves ServiceNow platform ownership, reporting, and collaboration with internal teams to improve processes and security administration. Fluency in English is required; Arabic is a plus.

Qualifications

• Bachelor's degree required.
• Minimum 5 years of experience in service desk operations covering corporate services, technology, or facilities management.
• Experience with ServiceNow platform administration, catalogs, forms, workflows and SLAs is expected.

Responsibilities

• Monitor, operate, and administer the Corporate Services Service Desk, assigning tasks to the right teams and following through to completion.
• Prioritise requests by urgency and elevate emergencies to the relevant section heads promptly.
• Schedule recurring tasks on behalf of section heads in ServiceNow and track them until they are closed.
• Answer the service desk phone line professionally, assist callers, and transfer them where needed.
• Carry out other administrative duties as assigned by the line manager.
• Receive and process access control requests for all building users.
• Generate access control and access level reports at set intervals and share them with stakeholders.
• Prepare specialist access reports for restricted areas and present them to the section head in charge of security.
• Issue and update staff and contractor ID cards accurately and on time.
• Run inventory checks on secure tokens, manage their issue and return, and report on stock levels.
• Perform inspections of restricted areas when required.
• Produce regular reports for the Corporate Services division and present findings to section heads.
• Process time and attendance reports and make adjustments on request.
• Configure and maintain the platform to support service desk processes.
• Build and improve catalog items, forms, workflows, SLAs, and dashboards as business needs change.
• Identify process gaps and propose practical improvements.

Skills

MS Office

AI tools

Access control systems

English (written & spoken)

Arabic (advantage)

Attention to detail

Multitasking

Problem solving

Education

Bachelor's degree

Tools

ServiceNow

REST APIs

Integration Hub

ATF

Job description

iConnect IT Business Solutions DMCC is seeking an experienced Service Desk Analyst with strong ServiceNow expertise to run our Corporate Services Service Desk from our Abu Dhabi office. You will ensure requests and work orders meet SLAs and KPIs while managing building access control accurately.

The role involves ServiceNow platform ownership, reporting, and collaboration with internal teams to improve processes and security administration. Fluency in English is required; Arabic is a plus.