ServiceNow ITSM Performance Lead

Royal Cyber Inc.; Saudi Arabia; On-site; SAR 90,000 - 130,000; Full time

Job summary

Royal Cyber Inc. in Saudi Arabia seeks an experienced ServiceNow ITSM specialist to manage and optimize day-to-day ITSM processes, aligning with ITIL practices and the organization's service objectives.

You will design SLA definitions and reporting, build dashboards and KPI scorecards, collaborate with business users, IT teams, and vendors, and serve as a functional SME for Incident, Request, Change and Problem processes, translating requirements into scalable ServiceNow solutions.

Qualifications

• Strong ServiceNow ITSM knowledge and architecture.
• Experience with SLA definitions and reporting.
• Experience creating operational reports and KPI scorecards.
• Ability to translate business requirements into scalable platform solutions.

Responsibilities

• Manage and support day-to-day ITSM processes in ServiceNow.
• Review and improve SLA definitions and reporting.
• Create dashboards and KPI scorecards for IT ops.
• Collaborate with business users, IT teams, and vendors.
• Act as SME for Incident, Request, Change, and Problem processes.
• Work with ServiceNow developers to translate requirements.
• Support CMDB governance and data quality.
• Monitor CMDB health metrics and suggest improvements.
• Coordinate with internal teams and external vendors on performance.
• Provide advisory on ServiceNow integrations and data flows.
• Assist testing, troubleshooting, and validation of enhancements.
• Lead stakeholder sessions for requirements and maintainability.
• Drive continuous improvement across processes and reporting.

Skills

ServiceNow ITSM

SLA design

Reporting Dashboards

ITIL processes

CMDB governance

Stakeholder management

Vendor engagement

Incident management

Platform integration

Data quality

Tools

Flow Designer

Performance Analytics

Discovery

SLA Engine

Job description

Royal Cyber Inc. in Saudi Arabia seeks an experienced ServiceNow ITSM specialist to manage and optimize day-to-day ITSM processes, aligning with ITIL practices and the organization's service objectives.

You will design SLA definitions and reporting, build dashboards and KPI scorecards, collaborate with business users, IT teams, and vendors, and serve as a functional SME for Incident, Request, Change and Problem processes, translating requirements into scalable ServiceNow solutions.