Onsite ServiceNow ITSM & Change Engineer

Tawantech; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Job summary

Tawantech in Saudi Arabia is seeking an experienced ServiceNow Administrator to provide L2/L3 support for ITSM and Change Management within a banking environment. The role ensures stability, upgrades, and continuous improvement of ServiceNow services and collaborates with IT Operations and Development teams.

Responsibilities include configuring forms, workflows, SLAs, and access; supporting CAB processes; incident and change management; and preparing operational dashboards for reporting and

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4–7 years of experience in ServiceNow administration, support, or ITSM platform operations.
• Hands-on experience with ServiceNow ITSM, particularly Incident, Problem, Request, and Change Management.
• Strong understanding of ITIL processes and IT Service Management practices.
• Practical experience supporting Change Management and CAB processes.
• Previous banking/financial services environment experience is required.
• Experience with ServiceNow configuration, workflows, business rules, SLAs, notifications, and access management.
• Good understanding of ServiceNow integrations and APIs.
• Experience with ServiceNow upgrades, releases, testing, and production support.
• Strong troubleshooting and root cause analysis skills.

Responsibilities

• Provide L2/L3 support for ServiceNow incidents, problems, requests, and changes.
• Administer and support ServiceNow ITSM modules for reliable day-to-day operations.
• Manage Change Management workflows, approvals, scheduling, risk assessment, and implementation.
• Troubleshoot ServiceNow incidents, defects, and integration problems.
• Monitor platform performance and identify recurring issues and improvements.
• Configure forms, workflows, business rules, notifications, SLAs, and access per requirements.
• Support CAB activities and governance procedures.
• Collaborate with IT Operations, Infrastructure, and Development teams to resolve issues.
• Prepare operational reports and dashboards for incidents, changes, and SLAs.

Skills

ServiceNow administration

ITIL processes

Incident management

Change management

Problem management

SLA configurations

Root cause analysis

Stakeholder management

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

ServiceNow ITSM

ServiceNow integrations/APIs

Job description

Tawantech in Saudi Arabia is seeking an experienced ServiceNow Administrator to provide L2/L3 support for ITSM and Change Management within a banking environment. The role ensures stability, upgrades, and continuous improvement of ServiceNow services and collaborates with IT Operations and Development teams.

Responsibilities include configuring forms, workflows, SLAs, and access; supporting CAB processes; incident and change management; and preparing operational dashboards for reporting and