وظيفة أخصائي إدارة خدمات تقنية المعلومات شاغرة لدى QualityKiosk Technologies في الرياض

About the Company

We are seeking an experienced Senior ServiceNow Specialist to drive the ITSM and ITOM workstreams for a high-profile enterprise transformation engagement in Riyadh. In this role, you will be instrumental in assessing, optimizing, and integrating ServiceNow workflows-specifically covering Event Management, Incident Management, Problem Management, and CMDB mapping. You will work closely with enterprise IT leadership, application owners, and our core QualityKiosk engineering team to bridge observability telemetry (Dynatrace, Splunk, SolarWinds, ESQ) into automated ITSM workflows and actionable incident triage models.

About the Role

Senior ServiceNow Specialist responsible for driving ITSM and ITOM workstreams, assessing and optimizing ServiceNow workflows, and integrating observability telemetry into automated ITSM workflows and incident triage models for a high-profile enterprise transformation engagement in Riyadh.

Responsibilities

Workflow & Process Assessment

• Evaluate current configuration and process maturity across Event Management, Incident Management, Problem Management, and CMDB modules in ServiceNow.

Observability Integration Architecture

• Design and validate inbound integrations linking enterprise APM/monitoring tools (Dynatrace, Splunk, SolarWinds) into ServiceNow ITOM for automated event correlation, alert de-duplication, and ticket creation.

Incident & Problem Lifecycle Optimization

• Streamline major incident triage workflows, automated event-to-incident routing logic, and P-task governance linked to root cause analysis (RCA) processes.

CMDB & Topology Mapping

• Ensure accurate relationship mapping and CI bindings across the critical business services and appications to enhance business-impact visibility for the Command Centre.

Stakeholder Enablement

• Conduct technical discovery workshops with client IT stakeholders (SDMs, Incident Managers, and ITSM leads) to capture requirements and translate them into configuration roadmaps.

Qualifications

Experience

• 8+ years of hands-on experience implementing, administering, and architecting ServiceNow solutions in large-scale enterprise environments (banking/financial sector experience preferred).

Module Expertise

• Deep technical proficiency in ServiceNow ITOM (Discovery, CMDB, Event Management) and ITSM (Incident, Problem, Change Management).

Required Skills

Integration Expertise

• Proven experience configuring REST/SOAP web services, MID servers, and webhook integrations connecting third-party monitoring platforms (Dynatrace, Splunk, SolarWinds) to ServiceNow.

Analytical Skills

• Strong ability to audit access controls, review baseline configurations, analyze ticket lifecycle data, and identify operational bottlenecks.

Communication

• Excellent client-facing communication skills with experience managing stakeholder workshops and presenting technical solutions to enterprise leadership.

Certifications (Preferred)

• Certified Implementation Specialist - IT Service Management (CIS-ITSM)
• Certified Implementation Specialist - Event Management (CIS-EM)
• Certified System Administrator (CSA)