The company, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, the company empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. Our mission is to redefine digital transformation by combining sovereign capabilities with scalable, high-performance compute infrastructure, positioning ourselves at the forefront of AI innovation in the Middle East and beyond.
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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. The individual will be instrumental in driving platform enhancements, enabling automation, ensuring CMDB integrity, fostering Agile/DevOps practices, and leading the strategic uplift of ServiceNow as a key enterprise system of interaction.
Key Responsibilities:
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ServiceNow Ownership & Platform Management:
- Act as the primary owner and point of contact for the ServiceNow platform across the organization.
- Oversee configuration, customization, development, and integrations with other enterprise systems.
- Manage platform upgrades, patches, migrations, and overall lifecycle for stability, security, and performance.
- Monitor platform KPIs, performance, compliance, and security posture; implement improvement plans as required.
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Strategy, Governance & Best Practices:
- 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.
- Ensure strong alignment between business needs and technical solutions.
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ITSM, CMDB & Process Optimization:
- Lead the design, development, and deployment of core ITSM modules (Incident, Problem, Change, Request, CMDB, etc.).
- Manage and optimize CMDB data structures and workflows to ensure accuracy and reliability.
- Engage with end-users to gather feedback and drive solution enhancements.
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Continuous Improvement & Change Enablement:
- Facilitate process improvement workshops using Lean and Six Sigma principles.
- Develop metrics to assess the effectiveness of improvement initiatives.
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Team Leadership & Cross-Functional Engagement:
- Lead and mentor a team of ServiceNow professionals.
- Identify risks and dependencies across ServiceNow initiatives and implement mitigation strategies.
Required Skills / Qualifications:
- 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.
- Proven experience as a ServiceNow administrator and platform owner.
- Strong technical skills including scripting 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, or related fields.
- Experience with Lean or Six Sigma methodologies.
- Strong stakeholder management and collaboration skills.
What Working At the company Offers:
- Competitive Salary: Attractive package based on skills and experience.
- Yearly Bonus: Performance-based annual bonus.
- Exclusive Discount Cards: Access to Esaad and Fazaa benefits.
- Premium Family Insurance: Medical, dental, vision, and life coverage.
- Learning & Development: Unlimited access to premium learning platforms.
