Senior ServiceNow Implementation & Support Specialist

TAT IT Technolgies; Muscat; On-site; OMR 30,000 - 60,000; Full time

Job summary

TAT IT Technolgies is seeking a Senior ServiceNow Implementation & Support Specialist to lead end‑to‑end on‑prem ServiceNow deployment in a banking client environment in Muscat. The role covers administration, customization, integration, and ongoing support, with focus on ITSM, CMDB, and platform governance.

You will drive modernization, ensure high availability, security, and performance while aligning with ITIL best practices, RBAC, SSO, and complex integrations.

Qualifications

• 8+ years of ITSM and Enterprise IT Ops experience.
• 5+ years of hands-on ServiceNow administration, dev, and implementation.
• Strong on-prem ServiceNow with MID Servers and infrastructure knowledge.
• Expertise across Incident, Problem, Change, Release, Knowledge, CMDB.
• Proficient in Service Portal, widgets, and scripting for UI customization.
• Experience with RBAC, SSO, LDAP, SAML integrations.
• Experience with Discovery, Service Mapping, and asset management.

Responsibilities

• Lead on-prem ServiceNow deployment and administration.
• Configure instances, nodes, DB connections, and infra components.
• Perform upgrades, patching, tuning, and capacity planning.
• Implement security controls, RBAC, SSO, LDAP, and SAML.
• Design and implement ITSM, CMDB, Discovery, and Service Catalog.

Skills

ITSM & IT Operations

ServiceNow Administration

ServiceNow Development

Platform Security & RBAC

Scripting & Service Portal

ITIL v4 Knowledge

SLA & Change Mgmt

Stakeholder Mgmt

Discovery & CMDB

REST/SOAP Integrations

SAML/SSO & LDAP

Data Migration & Upgrades

Education

ITIL v4 Certification

ITSM/CMDB Certification

Tools

MID Servers

Service Portal

HTML/CSS/JavaScript

AngularJS

SOAP/REST

Job description

We have an urgent requirement for Senior ServiceNow Implementation & Support Specialist in banking domain for our banking client in Muscat, Oman

Managing On-Premises / Self-Hosted ServiceNow inside a local data center is the MUST

On-Premises / Self-Hosted ServiceNow (Nodes, local DB, MID Servers — Must be On-Prem, not Cloud) Core ITSM Workflows (Incident, Problem, Change, Release, KEDB, CAB/eCAB approvals)---Must Scripting & Service Portal (JavaScript, Script Includes, AngularJS, custom Widgets)-Must Integrations & CMDB (REST/SOAP, Dynatrace, Active Directory/SSO, Automated Discovery)---Must Certifications & Experience (CSA + CIS-ITSM + ITIL v4 | 4–5+ yrs hands‑on ServiceNow in Banking/Enterprise)

Job Summary

We are seeking a highly experienced Senior ServiceNow Implementation & Support Specialist to lead the end-to-end implementation, administration, customization, integration, and support of an on-premises ServiceNow platform. The ideal candidate will possess extensive expertise in ServiceNow ITSM modules, CMDB, Discovery, Service Catalog, Service Portal, integrations, automation, and platform governance. This role will be responsible for driving platform modernization, ensuring high availability, security, performance optimization, and aligning ServiceNow capabilities with enterprise ITIL best practices.

Key Responsibilities

ServiceNow Platform Architecture & Administration

• Lead the design, deployment, and operational management of on-premises ServiceNow environments.
• Configure and maintain ServiceNow instances, nodes, database connections, and infrastructure components.
• Perform platform upgrades, patching, performance tuning, and capacity planning.
• Implement security controls including RBAC, ACLs, SSO, LDAP, and SAML integrations.
• Ensure platform stability, security, scalability, and compliance.

ServiceNow ITSM Implementation

• Configure and customize Incident, Problem, Change, Release, Knowledge, and Request Management modules.
• Develop SLA definitions, escalation workflows, notification mechanisms, and assignment rules.
• Implement Major Incident Management and automated ticket routing solutions.
• Configure Known Error Database (KEDB), RCA workflows, and recurring issue identification mechanisms.
• Build Standard, Normal, and Emergency Change workflows with CAB/eCAB approval processes.

Service Catalog & Service Portal

• Design and develop enterprise Service Catalog solutions.
• Build Record Producers, Catalog Items, Approval Workflows, and Execution Plans.
• Develop and customize Service Portal using HTML, CSS, JavaScript, AngularJS, and Service Portal Widgets.
• Enhance user experience through modern self-service capabilities.

CMDB, Discovery & Asset Management

• Design and maintain CMDB architecture, CI relationships, and dependency mapping.
• Deploy and configure MID Servers.
• Implement Discovery and Service Mapping capabilities.
• Integrate CMDB with enterprise monitoring and asset management platforms.
• Ensure data quality, normalization, reconciliation, and governance.

Integration & Automation

• Develop REST and SOAP integrations with enterprise applications.
• Integrate ServiceNow with Active Directory, LDAP, Email Gateways, Monitoring Platforms, and third‑party ITSM tools.
• Develop automation workflows and orchestration solutions.
• Build Script Includes, Business Rules, UI Policies, Client Scripts, Flow Designer workflows, and custom applications.
• Support enterprise automation and digital transformation initiatives.

Data Migration & Platform Modernization

• Lead legacy data migration projects using Import Sets and Transform Maps.
• Perform data cleansing, transformation, validation, and reconciliation activities.
• Support platform modernization and continuous service improvement programs.
• Manage release deployment, change control, and migration strategies.

Testing, Deployment & Support

• Lead SIT, UAT, production deployment, and Hypercare activities.
• Provide L2/L3 troubleshooting support for ServiceNow platform issues.
• Manage incident, problem, and change records according to ITIL processes.
• Support 24x7 critical production environments when required.
• Coordinate with vendors and stakeholders for issue resolution and platform enhancements.

Documentation & Leadership

• Develop architecture documents, runbooks, SOPs, and operational procedures.
• Conduct technical training, workshops, and knowledge‑transfer sessions.
• Mentor ServiceNow administrators, developers, and support teams.
• Ensure adherence to governance, audit, risk, and compliance requirements.

Required Skills & Experience

• 8+ years of experience in IT Service Management and Enterprise IT Operations.
• 5+ years of hands‑on ServiceNow Administration, Development, and Implementation experience.
• Strong experience with on‑premises ServiceNow environments and MID Servers.
• Expertise in Incident, Problem, Change, Request, Knowledge, and CMDB modules.
• Strong experience with Discovery, Service Mapping, and Asset Management.
• Proficiency in JavaScript, HTML, CSS, XML, JSON, SQL, AngularJS.
• Hands‑on experience with REST/SOAP integrations and API development.
• Strong knowledge of LDAP, Active Directory, SAML, and SSO integrations.
• Experience with Service Portal development and workflow automation.
• Strong troubleshooting, analytical, and problem‑solving capabilities.
• Experience in Production Support, Upgrades, Release Management, and Hypercare support.
• Strong stakeholder management and communication skills.

Skills: bank,servicenow,implementation