Senior ServiceNow Implementation & Support Specialist

Maveric Systems Limited; Muscat; On-site; OMR 15,000 - 25,000; Full time

Job summary

Maveric Systems Limited is seeking a Senior ServiceNow Implementation & Support Specialist for our Muscat, Oman location. The role focuses on on-premises ServiceNow architecture, including incident, problem, change, and release management, CMDB, discovery, and knowledge management.

You will lead integration efforts, data migration, testing, go-live activities, and knowledge transfer for continuity in a bank-grade environment.

Responsibilities

• System Integration: Design, build, and maintain REST/SOAP web service integrations to connect ServiceNow with internal on-premises systems (Active Directory, legacy ticketing tools, monitoring systems, and email gateways).
• Data Migration: Extract, transform, clean, and import legacy historical data using Import Sets, Transform Maps, and staging tables.
• Testing & Quality Assurance: Lead System Integration Testing (SIT) and support User Acceptance Testing (UAT); rapidly remediate defects and log release notes.
• Go-Live & Hypercare Support: Oversee technical cutover activities during deployment, providing rapid-response L2/L3 troubleshooting during the initial operational rollout.
• Documentation & Knowledge Transfer: Develop comprehensive technical architecture documentation, system administration guides, runbooks, and conduct hands-on operational training for internal IT administrators.
• System Maintenance: Ensure successful planning, design, and implementation of ITSM modules to meet business objectives and operational requirements; 24/7 availability on issues.

Job description

Job Title -Senior ServiceNow Implementation & Support Specialist

Job Location - Muscat Oman,

Job Type - Full Time

On-Premises Architecture & Platform Foundations

• Infrastructure & Instance Management: Configure and maintain on-premises ServiceNow nodes, Servers, local database connections, and instance architecture within the bank enterprise data centre.
• Upgrades & Maintenance: Oversee patch application, version upgrades, performance tuning, and database health within the self-hosted environment.
• Security & Access Control: Manage Role-Based Access Controls (RBAC), ACLs (Access Control Lists), Single Sign-On (SSO/SAML/LDAP integration), and local encryption protocols.

2. Incident Management

• Configure forms, fields, response/resolution SLA timers, priority lookup rules, and multi-tier escalation paths.
• Implement automated ticket assignment, major incident management workflows, and notification engines.

3. Problem Management

• Configure problem record lifecycles, root-cause analysis (RCA) workflows, Known Error Database (KEDB) structures, and parent-child incident linkages.
• Implement trend analysis features and recurring incident identification setups.

4. D. Change & Release Management

• Build custom workflows for Standard, Normal, and Emergency Change Requests (ECRs).
• Configure Risk Assessment engines, approval matrix routing (CAB/eCAB), maintenance window blackout calendars, and conflict detection logic.

5. E. Service Catalog & Service Portal

• Design and develop an intuitive, brand-aligned end-user Service Portal using Service Portal Widgets, HTML/CSS, and Angular Provider logic. Official This Document is classified as Official
• Build complex workflow items, execution plans, record producers, catalog client scripts, and multi-stage approval flows.

6. F. Configuration Management Database (CMDB) & Discovery

• Design and populate the CMDB class structure (CI classes, relationships, and dependencies).
• Deploy and configure MID Servers to enable automated discovery, data normalization, and integration with local monitoring tools (e.g., Dynatrace) and enterprise asset inventories

7. G. Knowledge Management

• Configure knowledge bases, user criteria permissions, approval workflows for article publishing, feedback/rating mechanisms, and retirement lifecycles.

8. Documentation and Knowledge Sharing:

• Document ITSM related best practices for internal knowledge sharing and training purposes.
• Conduct training sessions and workshops to disseminate knowledge and promote a the culture within the team.

9. Other:

• Work requires strong formal conduct of operations skills, technical expertise, personal accountability, and flawless execution of work activities commensurate with a highly critical environment and associated expectations for exceptional customer satisfaction and confidence.
• Manage to ensure customer’s service level agreement are in compliance at all time.
• Be part of a Command Centre team to assist in Incident and Problem Management
• Maintain current functional and technical knowledge of the platform and future products. • Create and maintain documentation related to architecture and operational processes.
• Provide technical leadership around ITSM and optimization of data infrastructure
• Provide technical mentoring to a team of high performing engineers
• Work in close collaboration with internal teams throughout the life cycle to ensure crossteam alignment.
• Ensure all issues are logged in appropriate internal and vendors tracking tools.
• Ensure that the changing needs of stakeholders are addressed continuously.
• Ensure that any development or enhancements are based on best practices in the industry.
• Must co-ordinate with line managers in resolving issues and disputes.
• Must make sure that regular updates on progress are conveyed to line managers.
• Ensure that high quality deliverables and work products are provided and meet commitments for the schedule on satisfying the Bank’s user needs.
• Must build a strong sense of commitment among all team members to meet the user satisfaction levels.
• Ensure that appropriate corrective and preventive actions are undertaken and resolve problems as soon as they arise.
• Coordinating with different vendors to fix problems or implement changes when necessary.
• Must ensure compliance to Risk Management and Audit standards.
• Must contribute ideas to help the support team to become more effective and seek ideas from other team members.

Specific Responsibilities

1. System Integration

• Design, build, and maintain REST/SOAP web service integrations to connect ServiceNow with internal on-premises systems (Active Directory, legacy ticketing tools, monitoring systems, and email gateways).

2. Data Migration

• Extract, transform, clean, and import legacy historical data (incidents, changes, CIs, user records) using Import Sets, Transform Maps, and staging tables.

3. Testing & Quality Assurance

• Lead System Integration Testing (SIT) and support User Acceptance Testing (UAT); rapidly remediate defects and log release notes.

4. Go-Live & Hypercare Support

• Oversee technical cutover activities during deployment, providing rapidresponse L2/L3 troubleshooting during the initial operational rollout. 5. Documentation & Knowledge Transfer:
• Develop comprehensive technical architecture documentation, system administration guides, runbooks, and conduct hands‑on operational training for internal IT administrators. 6. System Maintenance.
• Ensure the successful planning, design, and implementation of ITSM modules to meet business objectives and operational requirements across all systems used in the bank.
• Ensure that a detailed impact analysis of any issue is carried out and viable solution is recommended with the help of the respective application vendors if required.
• 24/7 availability on issues and scheduled & unscheduled activities.

7. System Enhancements

• Collaborate with bank management, IT teams, and other stakeholders to prioritize initiatives and drive adoption of best practices in ITSM.
• Must ensure to use the Bank’s methodology for any enhancements undertaken.
• Come up with appropriate solutions to support line managers in making decisions and using right methodology during any development or issue resolution.
• Review the architecture, the design, specifications and technical documents related to any enhancement or change to ensure adherence to requirements and compliance with Bank Muscat standards.
• Research and evaluate emerging technologies and trends and suggest course of action to line managers.