ServiceNow Technical Analyst

About the Role

The ServiceNow Technical Specialist is responsible for the day-to-day administration, configuration, and technical support of the ServiceNow platform essential for Shaheen 3 compliance program. The role provides hands-on technical capability across platform configuration, workflow automation, CMDB, ITOM, integrations and associated ServiceNow capabilities. The position will support the Lead and work closely with IT infrastructure, operations, cybersecurity, asset management and business stakeholders to translate operational requirements into secure, maintainable and scalable ServiceNow solutions. The role requires strong practical ServiceNow experience, sound understanding of enterprise infrastructure environments, and the ability to Investigate and resolve platform and integration issues, escalating complex issues to the Lead.

Responsibilities

• Configure, administer and maintain ServiceNow applications, forms, tables, fields, views, related lists and other platform components.
• Develop and enhance platform functionality using Flow Designer, workflows, business rules, client scripts, UI policies, notifications and other ServiceNow configuration capabilities.
• Translate technical and business requirements into practical, maintainable ServiceNow configurations and solutions.
• Administer users, groups, roles and Access Control Lists (ACLs), ensuring appropriate platform access and segregation of responsibilities.
• Investigate and resolve ServiceNow configuration, application, data and platform issues under general guidance and established procedures.
• Support incident investigation and troubleshooting where ServiceNow configuration, integrations or data quality may be contributing to operational issues.
• Promote the use of ServiceNow platform standards and configuration best practices to minimise unnecessary customisation and maintain platform sustainability.
• Provide ServiceNow technical support to the Shaheen 3 program and associated infrastructure environments.
• Support the CMDB module with relevant Shaheen 3 compute, storage, network, platform, and supporting infrastructure configuration items.
• Work with Shaheen 3 technical teams to establish appropriate CI classifications, attributes, relationships and configuration baselines.
• Support integration of authorised infrastructure-management, discovery, monitoring and other technical data sources with ServiceNow.
• Assist in ensuring that Shaheen 3 configuration information captured within ServiceNow supports operational management, incident and change processes, compliance requirements and audit requirements.
• Support configuration-baseline and data-governance requirements that enable future identification of infrastructure configuration changes and baseline drift.
• Support the administration and continued maturity of the ServiceNow Configuration Management Database (CMDB).
• Ensure all Shaheen 3 related infrastructure components are accurately captured within the CMDB, with appropriate CI relationships established and maintained.
• Configure and maintain CI classes, attributes, identification rules, reconciliation rules and CI relationships in accordance with the organisation's configuration management standards.
• Assist with improving CMDB completeness, correctness, compliance and overall data quality.
• Support ServiceNow Discovery, MID Servers and other authorised data sources used to identify and maintain infrastructure and application configuration information.
• Investigate duplicate, stale, incomplete or incorrectly classified configuration items and assist with remediation of underlying data-quality issues.
• Support Hardware Asset Management processes throughout the asset lifecycle, including receipt, inventory, assignment, deployment, transfer, return, stock management, retirement and disposal.
• Maintain asset models, asset records, ownership information and relationships between hardware assets and corresponding configuration items.
• Work with asset-management and infrastructure teams as the organisation progresses its broader CMDB and Asset Management maturity program.
• Configure, support and maintain integrations between ServiceNow and enterprise platforms using REST APIs, SOAP web services, IntegrationHub, MID Server and other supported integration technologies.
• Develop and maintain import sets, transform maps, data sources, scheduled imports, scripted interfaces and associated integration components.
• Work with JSON, XML and other structured data formats used by enterprise integrations.
• Troubleshoot API connectivity, authentication, transformation, data-mapping and integration-processing issues.
• Support integrations with infrastructure, monitoring, identity-management, cybersecurity, asset-management and other enterprise technology platforms.
• Ensure integrations include appropriate technical controls, logging, error handling and support documentation.
• Support ServiceNow releases, upgrades, patches and platform enhancement activities.
• Develop and execute technical testing for configuration changes, upgrades and integrations.
• Manage update sets and support controlled migration of configurations between development, test and production environments.
• Design and maintain ServiceNow reports, dashboards, and performance visualisations to support operational and management decision-making.
• Maintain configuration standards, documentation, and dashboards to support ongoing platform administration.
• Works under general direction within an established ServiceNow governance and technical framework.
• Exercises substantial personal responsibility and autonomy in administering, configuring and troubleshooting the platform.
• Plans and prioritises own technical work to achieve agreed operational and project objectives.
• Works effectively with infrastructure, cybersecurity, application, asset-management and business stakeholders.
• Provides technical support and guidance on standard ServiceNow configuration and platform capabilities.
• Contributes technical recommendations that influence the successful delivery of ServiceNow projects and operational outcomes.
• Performs a broad range of technical activities across ServiceNow administration, development, CMDB, ITOM, HAM, and integrations.
• Works across multiple enterprise technology domains and understands the dependencies between infrastructure, configuration information, asset information and ServiceNow processes.
• Is capable of analysing problems involving multiple ServiceNow applications, integrations and data sources.
• Selects and applies appropriate ServiceNow capabilities, standards, methods, tools, and configuration approaches, while quickly adopting new technologies and platform developments.
• Demonstrates strong analytical, troubleshooting, and problem-solving skills to address technical and operational challenges effectively.
• Communicates clearly with technical and non-technical stakeholders and produces high-quality technical documentation, configuration records, and support procedures.
• Effectively plans, schedules, and delivers assigned work while maintaining security, data quality, change control, auditability, and platform governance requirements.

Qualifications

• Bachelor's degree Computer Science, Information Systems, Engineering or another relevant technical discipline, or equivalent demonstrated professional experience.
• Minimum of 3-5 years of hands-on experience administering, configuring or developing on the ServiceNow platform.
• ServiceNow Certified System Administrator (CSA) certification
• Additional ServiceNow certifications in areas such as ITSM, Discovery, CMDB, ITOM or Hardware Asset Management are desirable.
• Working knowledge of ITIL principles and enterprise IT service-management processes
• Knowledge of REST APIs, SOAP web services, JSON, XML and enterprise system-integration concepts.
• Understanding of enterprise infrastructure technologies including servers, networks, storage, cloud platforms, identity systems and security technologies is desirable.
• Familiarity