About the Job
The Senior Specialist – Enterprise Tooling will serve as the primary owner of the ServiceNow platform, responsible for its implementation, governance, optimization, and continuous improvement across the organization. This role will collaborate with cross-functional teams to define platform requirements, streamline workflows, elevate IT service management capabilities, and enable enterprise-wide process transformation. This position is hands-on and requires proven experience as a ServiceNow ITSM Developer.
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Your Key Responsibilities
- Act as the primary owner and point of contact for the ServiceNow platform across the organization.
- Oversee ServiceNow configuration, customization, development, and integrations with other enterprise systems.
- Manage platform upgrades, patches, migrations, and overall lifecycle to ensure stability, security, and performance.
- Monitor platform KPIs, performance, compliance, and security posture; implement improvement plans where required.
- Establish, maintain, and enforce governance, development standards, and best practices for the ServiceNow platform.
- Collaborate with IT teams, business stakeholders, and vendors to define roadmaps, priorities, and platform requirements.
- Lead the design, development, and deployment of core ITSM modules (Incident, Problem, Change, Request, CMDB, etc.).
- Manage and optimize CMDB data structures, relationships, data quality, and workflows to ensure accuracy and reliability.
- Facilitate process improvement workshops using Lean and Six Sigma principles.
- Lead and mentor a team of ServiceNow professionals, fostering a collaborative and high-performance culture.
Requirements
- Bachelor’s degree in IT, Computer Science, Engineering, or a related field.
- Minimum 5 years of professional experience in IT Service Management / IT Service Delivery.
- Hands-on experience as a ServiceNow ITSM Developer, including design, development, and deployment across ITSM modules.
- Strong technical skills including scripting, workflow design, integrations, and platform customization.
- Excellent project management, analytical, and communication skills.
- Ability to work both independently and collaboratively with local and global teams.
Preferred Skills / Qualifications
- Certifications in ServiceNow Administration, ITSM, ITIL, DevOps, Six Sigma, COBIT, or related fields.
- Experience facilitating process optimization initiatives using Lean or Six Sigma methodologies.
- Strong stakeholder management experience and ability to collaborate across diverse teams.
What Working at the company Offers
- Competitive Salary: Attractive package based on your skills and experience
- Yearly Bonus: Performance-based annual bonus
- Exclusive Discount Cards: Access to Esaad and Fazaa benefits
- Premium Family Insurance: Includes medical, dental, vision, and life coverage
- Learning & Development: Unlimited access to premium learning platforms
