Contractor

Royal Cyber Inc.; Saudi Arabia; On-site; SAR 90,000 - 140,000; Full time

Job summary

ROYAL CYBER INC. is seeking a ServiceNow ITSM specialist to manage day-to-day ITSM processes, align with ITIL, and drive continual improvement. You will work with ServiceNow developers and business users to translate requirements into scalable platform solutions.

The role focuses on SLA design, KPI reporting, CMDB governance, and collaboration with internal teams and vendors to optimize service delivery and data quality.

Qualifications

• Experience delivering ITSM within ServiceNow using ITIL best practices.
• Ability to design SLA definitions and reporting frameworks.
• Experience creating operational dashboards and KPI scorecards.
• Collaborates with IT teams, vendors and business users.
• Strong CMDB governance and data quality focus.

Responsibilities

• Manage and support day-to-day ITSM processes on ServiceNow.
• Design and improve SLA definitions and performance reporting.
• Create and maintain dashboards, reports, and KPI scorecards.
• Coordinate with internal teams and external vendors.
• Advise on ServiceNow integrations and data governance.
• Assist with testing, troubleshooting, and user support.

Skills

ServiceNow ITSM

SLA design

ITIL processes

Dashboard reporting

CMDB governance

Stakeholder management

Vendor engagement

Data quality

Workflows

Integrations

Tools

ServiceNow

Flow Designer

CMDB

Job description

KSA, Saudi Arabia | Posted on 09/30/2026

ROYAL CYBER is an IBM Premier Business Partner and ISO Certifiedorganization has made the 2013 Inc. 500|5000 listof thefastest-growing private companies in America. We provide IT resourcesand solutions in bothApplications and Infrastructure to many Fortune500 companies around the world. We have a really good story and Iwouldrecommend you reviewing our website at www.royalcyber.com whenyou have some free time.

Job Description

• Manage and support day-to-day ITSM processes within the ServiceNow platform, ensuring alignment with ITIL best practices and NWC’s service management objectives.
• Review, design, and continuously improve SLA definitions, SLA reporting, and service performance measurement frameworks within ServiceNow.
• Create and maintain operational reports, dashboards, scheduled reports, and KPI scorecards to provide insights into IT operations performance and service delivery effectiveness.
• Collaborate with business users, IT teams, and service providers to identify process improvement opportunities and drive service management initiatives.
• Act as a functional SME for Incident, Request, Change, Problem, and other ITSM processes, ensuring effective process adoption and continual improvement.
• Work closely with ServiceNow developers and administrators to translate business requirements into scalable platform solutions while adhering to ServiceNow best practices.
• Support CMDB governance activities by promoting Configuration Item (CI) data quality, relationship integrity, and configuration management best practices.
• Assist in defining and monitoring CMDB health metrics and recommend improvements to maintain an accurate and reliable CMDB.
• Coordinate with internal teams and external vendors to review operational performance, SLA compliance, and service improvement opportunities.
• Provide advisory support on ServiceNow integrations and ensure data flows align with platform governance and operational requirements.
• Assist with testing, troubleshooting, user support, and validation of ServiceNow enhancements prior to production deployment.
• Facilitate stakeholder discussions, workshops, and requirement-gathering sessions while balancing business needs with platform standards and long-term maintainability.
• Drive continuous improvement initiatives across ServiceNow processes, reporting, platform utilization, and operational service management practices.

Preferred Skills

• Strong understanding of ServiceNow ITSM modules and platform architecture.
• Knowledge of the ServiceNow SLA engine, SLA design, and performance reporting.
• Strong hands‑on experience with ServiceNow reporting, dashboards, and scheduled reports.
• Good understanding of ServiceNow data model, core tables, and platform structure.
• Knowledge of KPI, metrics, reporting and dashboard including custom reports and dashboard.
• Strong understanding of ITIL processes and service management best practices.
• Working knowledge of Business Rules, Client Scripts, Catalog Items, Workflows, Flow Designer, and integrations.
• Understanding of CMDB governance, CI lifecycle management, and configuration management principles.
• Strong communication, stakeholder management, and vendor engagement skills.
• Ability to influence decisions, drive improvements, and work effectively with senior business and technology stakeholders.