استشاري إدارة خدمات تقنية المعلومات عبر ServiceNow

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Job Purpose

Supports the implementation, configuration, and enhancement of ServiceNow ESM solutions by translating business requirements into effective technical solutions, supporting platform operations, and delivering continuous improvements.

Key Accountability Areas

ESM Requirements & Implementation:

• Participate in workshops and discussions to gather and document business and technical requirements for ESM initiatives.
• Assist in analyzing business processes and identifying opportunities for improvement using ServiceNow capabilities.
• Translate business requirements into functional and technical specifications.
• Collaborate with business and IT teams to support the design and implementation of ServiceNow solutions.
• Assist with implementing ESM processes and solutions in accordance with defined requirements and standards.

ServiceNow Configuration & Support:

• Configure and maintain ServiceNow modules, including ITSM, ITOM, ITBM, and CMDB.
• Configure forms, workflows, business rules, notifications, approvals, UI policies, and other platform components.
• Assist in designing and implementing workflows, automations, and integrations.
• Develop and maintain scripts, APIs, and configurations based on approved requirements.
• Provide functional and technical support for ServiceNow applications and configurations.
• Troubleshoot platform issues and assist in resolving defects and configuration-related problems.
• Support ServiceNow enhancements, releases, upgrades, and maintenance activities.

CMDB Management & Troubleshooting:

• Support CMDB maintenance to ensure data accuracy, consistency, and integrity.
• Assist with managing configuration items (CIs), relationships, and service dependency mappings.
• Support Discovery and other CMDB data population activities.
• Identify and help resolve CMDB data quality, reconciliation, and relationship issues.
• Assist with troubleshooting platform and CMDB-related issues.

Collaboration & Support:

• Work with business stakeholders, IT teams, and vendors to understand requirements and support solution delivery.
• Communicate with technical and non-technical stakeholders to clarify requirements and resolve issues.
• Support cross-functional teams in addressing ServiceNow and service management challenges.
• Prepare and maintain technical documentation, configuration documents, and user guides.
• Provide support during implementation, testing, deployment, and post-production activities.

Testing & Continuous Improvement:

• Assist in preparing test scenarios, test cases, and test plans for ServiceNow solutions.
• Perform functional and integration testing of workflows, configurations, automations, and integrations.
• Support User Acceptance Testing (UAT) and document and track identified issues.
• Assist with defect resolution and retesting to ensure solutions meet business requirements.
• Identify opportunities for improving ServiceNow configurations, processes, and user experience.

Reports & Dashboards:

• Create and maintain ServiceNow reports and dashboards based on business requirements.
• Support the development of KPIs and operational metrics for monitoring service performance.
• Assist stakeholders with reporting requirements and data analysis.
• Maintain existing reports and dashboards and implement approved enhancements.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvement:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

Bachelor Degree in Computer Science or Any relevant field

Work Experience

4 to 6 Years

Technical / Functional Competencies

Applications Development Standards and Procedures

Applications Knowledge

Applications System Analysis

Applications System Design

Applications Systems Architecture

Desktop Applications Knowledge

Desktop Distributed Applications Development

Help Desk Applications Support

Joint Applications Development