{"id":4022617,"url":"https://alion.io/job/kaust-servicenow-technical-analyst","title":"ServiceNow Technical Analyst","company":{"id":36398,"name":"KAUST","domain":"kaust.edu.sa","url":"https://alion.io/company/kaust-discovery","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-10T15:42:13Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T15:42:13Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About the Role\nThe 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.\nResponsibilities\nConfigure, administer and maintain ServiceNow applications, forms, tables, fields, views, related lists and other platform components.\nDevelop and enhance platform functionality using Flow Designer, workflows, business rules, client scripts, UI policies, notifications and other ServiceNow configuration capabilities.\nTranslate technical and business requirements into practical, maintainable ServiceNow configurations and solutions.\nAdminister users, groups, roles and Access Control Lists (ACLs), ensuring appropriate platform access and segregation of responsibilities.\nInvestigate and resolve ServiceNow configuration, application, data and platform issues under general guidance and established procedures.\nSupport incident investigation and troubleshooting where ServiceNow configuration, integrations or data quality may be contributing to operational issues.\nPromote the use of ServiceNow platform standards and configuration best practices to minimise unnecessary customisation and maintain platform sustainability.\nProvide ServiceNow technical support to the Shaheen 3 program and associated infrastructure environments.\nSupport the CMDB module with relevant Shaheen 3 compute, storage, network, platform, and supporting infrastructure configuration items.\nWork with Shaheen 3 technical teams to establish appropriate CI classifications, attributes, relationships and configuration baselines.\nSupport integration of authorised infrastructure-management, discovery, monitoring and other technical data sources with ServiceNow.\nAssist in ensuring that Shaheen 3 configuration information captured within ServiceNow supports operational management, incident and change processes, compliance requirements and audit requirements.\nSupport configuration-baseline and data-governance requirements that enable future identification of infrastructure configuration changes and baseline drift.\nSupport the administration and continued maturity of the ServiceNow Configuration Management Database (CMDB).\nEnsure all Shaheen 3 related infrastructure components are accurately captured within the CMDB, with appropriate CI relationships established and maintained.\nConfigure and maintain CI classes, attributes, identification rules, reconciliation rules and CI relationships in accordance with the organisation's configuration management standards.\nAssist with improving CMDB completeness, correctness, compliance and overall data quality.\nSupport ServiceNow Discovery, MID Servers and other authorised data sources used to identify and maintain infrastructure and application configuration information.\nInvestigate duplicate, stale, incomplete or incorrectly classified configuration items and assist with remediation of underlying data-quality issues.\nSupport Hardware Asset Management processes throughout the asset lifecycle, including receipt, inventory, assignment, deployment, transfer, return, stock management, retirement and disposal.\nMaintain asset models, asset records, ownership information and relationships between hardware assets and corresponding configuration items.\nWork with asset-management and infrastructure teams as the organisation progresses its broader CMDB and Asset Management maturity program.\nConfigure, support and maintain integrations between ServiceNow and enterprise platforms using REST APIs, SOAP web services, IntegrationHub, MID Server and other supported integration technologies.\nDevelop and maintain import sets, transform maps, data sources, scheduled imports, scripted interfaces and associated integration components.\nWork with JSON, XML and other structured data formats used by enterprise integrations.\nTroubleshoot API connectivity, authentication, transformation, data-mapping and integration-processing issues.\nSupport integrations with infrastructure, monitoring, identity-management, cybersecurity, asset-management and other enterprise technology platforms.\nEnsure integrations include appropriate technical controls, logging, error handling and support documentation.\nSupport ServiceNow releases, upgrades, patches and platform enhancement activities.\nDevelop and execute technical testing for configuration changes, upgrades and integrations.\nManage update sets and support controlled migration of configurations between development, test and production environments.\nDesign and maintain ServiceNow reports, dashboards, and performance visualisations to support operational and management decision-making.\nMaintain configuration standards, documentation, and dashboards to support ongoing platform administration.\nWorks under general direction within an established ServiceNow governance and technical framework.\nExercises substantial personal responsibility and autonomy in administering, configuring and troubleshooting the platform.\nPlans and prioritises own technical work to achieve agreed operational and project objectives.\nWorks effectively with infrastructure, cybersecurity, application, asset-management and business stakeholders.\nProvides technical support and guidance on standard ServiceNow configuration and platform capabilities.\nContributes technical recommendations that influence the successful delivery of ServiceNow projects and operational outcomes.\nPerforms a broad range of technical activities across ServiceNow administration, development, CMDB, ITOM, HAM, and integrations.\nWorks across multiple enterprise technology domains and understands the dependencies between infrastructure, configuration information, asset information and ServiceNow processes.\nIs capable of analysing problems involving multiple ServiceNow applications, integrations and data sources.\nSelects and applies appropriate ServiceNow capabilities, standards, methods, tools, and configuration approaches, while quickly adopting new technologies and platform developments.\nDemonstrates strong analytical, troubleshooting, and problem-solving skills to address technical and operational challenges effectively.\nCommunicates clearly with technical and non-technical stakeholders and produces high-quality technical documentation, configuration records, and support procedures.\nEffectively plans, schedules, and delivers assigned work while maintaining security, data quality, change control, auditability, and platform governance requirements.\nQualifications\nBachelor's degree Computer Science, Information Systems, Engineering or another relevant technical discipline, or equivalent demonstrated professional experience.\nMinimum of 3-5 years of hands-on experience administering, configuring or developing on the ServiceNow platform.\nServiceNow Certified System Administrator (CSA) certification\nAdditional ServiceNow certifications in areas such as ITSM, Discovery, CMDB, ITOM or Hardware Asset Management are desirable.\nWorking knowledge of ITIL principles and enterprise IT service-management processes\nKnowledge of REST APIs, SOAP web services, JSON, XML and enterprise system-integration concepts.\nUnderstanding of enterprise infrastructure technologies including servers, networks, storage, cloud platforms, identity systems and security technologies is desirable.\nFamiliarity","description_format":"text","description_chars":8004,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Higher Education","Information 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