ServiceNow ITSM Consultant

Royal Cyber KSA; Medina; On-site; SAR 250,000 - 350,000; Full time

Job summary

Royal Cyber KSA is seeking an ITSM Specialist to manage and optimize ServiceNow-based ITSM processes in a Medina, Saudi Arabia setting. The role emphasizes ITIL-aligned practices, SLA design, and ongoing improvements to service delivery metrics.

You will collaborate with business users, IT teams, and vendors to implement scalable ServiceNow solutions, maintain CMDB health, and drive continual process improvements across incidents, requests, changes, problems, and related ITSM activities.

Qualifications

• 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.

Responsibilities

• Manage and support day-to-day ITSM processes within the ServiceNow platform.
• Ensure 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 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.

Skills

ServiceNow ITSM

ITIL best practices

SLA design & reporting

CMDB governance

Stakeholder management

Vendor engagement

Data modelling

Tools

ServiceNow

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.