ServiceNow Engineer

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

We are looking for an experienced Service Desk Analyst with strong technical expertise in ServiceNow to run our Corporate Services Service Desk. You will make sure every request and work order is handled to a high standard and within agreed SLAs and KPIs. You will also manage the building's access control system, making sure every access request is processed accurately.

This is not a role for someone who has only logged and closed tickets.

Responsibilities

Service Desk Operations

• 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.

Access Control and Security Administration

• 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.

Reporting

• Produce regular reports for the Corporate Services division and present findings to section heads.
• Process time and attendance reports and make adjustments on request.

ServiceNow Platform Ownership

• 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.

Requirements

ServiceNow technical requirements

• Strong platform administration: users, groups, roles, and access controls (ACLs).
• Building and modifying tables, fields, forms, Service Catalog items, and Record Producers.
• Process automation using Flow Designer, notifications, events, and scheduled jobs.
• JavaScript scripting within ServiceNow, including Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
• Configuring SLAs, assignment rules, and approval workflows.
• Building reports and dashboards from scratch.
• Managing changes between environments using Update Sets.

Qualifications and experience

• Bachelor's degree.
• Minimum 5 years of experience in service desk operations covering corporate services, technology, or facilities management.

Qualifications

Preferred, not essential

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
• Experience with integrations (REST APIs, Integration Hub) and the Automated Test Framework (ATF) is a strong advantage.

Skills

• Advanced MS Office skills and comfort working with AI tools and access control systems.
• Excellent written and spoken English. Arabic is an advantage.
• High attention to detail and the ability to manage multiple tasks at once.
• A proactive problem solver who brings ideas to improve how things are done.

Who you'll work with

• Internally: all employees and service partners.
• Externally: service partner management and staff.