ServiceNow Support Engineer - Service & Change Management at TAWANTECH

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

This Full time on site position offers great opportunities for career growth.

Job Purpose

To provide technical and functional support for the ServiceNow platform, with a focus on Service Management and Change Management processes. The role will ensure the stability, availability, and continuous improvement of ServiceNow services while supporting ITSM operations within a banking environment.

Key Responsibilities

• Provide L2/L3 support for ServiceNow, including incident, problem, request, and change management processes.
• Administer and support ServiceNow ITSM modules, ensuring reliable and efficient day-to-day operations.
• Manage and support Change Management workflows, approvals, change scheduling, risk assessment, and implementation processes.
• Troubleshoot and resolve ServiceNow incidents, defects, workflow issues, and integration-related problems.
• Monitor ServiceNow platform performance and identify recurring issues or opportunities for improvement.
• Configure and maintain ServiceNow forms, workflows, business rules, notifications, SLAs, and user access based on approved requirements.
• Support Change Advisory Board (CAB) activities and ensure changes follow established governance and approval procedures.
• Work closely with IT Operations, Infrastructure, Application Support, Development, and other technology teams to resolve ServiceNow-related issues.
• Support integrations between ServiceNow and other enterprise systems and coordinate troubleshooting with relevant technical teams.
• Perform root cause analysis for recurring incidents and implement corrective and preventive actions.
• Prepare operational reports and dashboards related to incidents, requests, changes, SLAs, and service performance.
• Ensure ServiceNow processes and configurations align with ITSM best practices, internal controls, and banking policies.
• Participate in ServiceNow upgrades, releases, enhancements, testing, and deployment activities.
• Maintain technical documentation, knowledge articles, support procedures, and configuration records.
• Ensure compliance with information security, audit, risk, and regulatory requirements applicable to the banking environment.
• Participate in 24/7 support and on-call activities, when required.

Requirements

• 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 experience working in a banking or financial services environment 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, problem-solving, and root cause analysis skills.
• Good understanding of IT governance, risk, compliance, and change control within regulated environments.
• ServiceNow Certified System Administrator (CSA) is preferred; ITIL certification is an advantage.
• Strong communication and stakeholder management skills.