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 the 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 minimize unnecessary customization 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 authorized 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 organization's configuration management standards.
• Assist with improving CMDB completeness, correctness, compliance, and overall data quality.
• Support ServiceNow Discovery, MID Servers, and other authorized 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 organization 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 visualizations to support operational and management decision-making.
• Maintain configuration standards, documentation, and dashboards to support ongoing platform administration.
• Work under general direction within an established ServiceNow governance and technical framework.
• Exercise substantial personal responsibility and autonomy in administering, configuring, and troubleshooting the platform.
• Plan and prioritize own technical work to achieve agreed operational and project objectives.
• Work effectively with infrastructure, cybersecurity, application, asset-management, and business stakeholders.
• Provide technical support and guidance on standard ServiceNow configuration and platform capabilities.
• Contribute technical recommendations that influence the successful delivery of ServiceNow projects and operational outcomes.
• Perform a broad range of technical activities across ServiceNow administration, development, CMDB, ITOM, HAM, and integrations.
• Work across multiple enterprise technology domains and understand the dependencies between infrastructure, configuration information, asset information, and ServiceNow processes.
• Analyze problems involving multiple ServiceNow applications, integrations, and data sources.
• Select and apply appropriate ServiceNow capabilities, standards, methods, tools, and configuration approaches, while quickly adopting new technologies and platform developments.
• Demonstrate strong analytical, troubleshooting, and problem-solving skills to address technical and operational challenges effectively.
• Communicate clearly with technical and non-technical stakeholders and produce high-quality technical documentation, configuration records, and support procedures.
• Effectively plan, schedule, and deliver assigned work while maintaining security, data quality, change control, auditability, and platform governance requirements.

Qualifications

• Bachelor's degree in 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.