L2 ServiceNow Engineer – Operations and Optimization

We are looking for a Level 2 (L2) ServiceNow Engineer to support the ongoing operations, performance optimization, and minor enhancement activities for our ServiceNow platform. The ideal candidate will ensure system stability, monitor performance, and collaborate with the development team to implement approved configuration changes and process improvements.

Location: Riyadh, Saudi Arabia (On-site)
Work Conditions: Contract, duration of 1 Month (Extendable based on business needs), Immediate start

Key Responsibilities:

• Conduct daily system health checks and monitor ServiceNow performance across modules (Incident, Request, Change, CMDB, Knowledge).
• Perform incident triage and resolution of ServiceNow-related operational issues within defined SLAs.
• Optimize platform workflows, catalog items, and automation scripts to enhance system efficiency.
• Manage user roles, permissions, and integrations with external systems (e.g., Active Directory, monitoring tools, ticketing systems).
• Support the deployment of configuration updates and minor enhancements in collaboration with ServiceNow developers and administrators.
• Monitor and maintain the CMDB integrity, ensuring accurate and up-to-date configuration data.
• Generate operational reports covering SLA compliance, incident trends, and optimization metrics.
• Identify and implement opportunities for process improvement and automation aligned with ITIL best practices.
• Ensure adherence to governance, change management, and ITSM framework policies.

Required Skills & Experience:

• 3–5 years of hands-on experience in ServiceNow administration or L2 support operations.
• Strong understanding of ITSM, ITOM, and CMDB modules.
• Proficiency in performing ServiceNow system diagnostics, performance tuning, and configuration management.
• Basic knowledge of JavaScript/Glide scripting for minor automation or troubleshooting tasks.
• Experience managing integrations with Active Directory and monitoring systems.
• Good communication and stakeholder management skills.
• ITIL certification (Foundation or higher) is preferred.

Language Requirements:

• Proficiency in English is assumed, further language requirements not specified.