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Open nowPosted 13 days ago

ServiceNow Support Engineer - Service & Change Management

Workable (global search)108,016 open roles

Where
Riyadh, Riyadh Province, Saudi Arabia
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Your applicationOpen nowServiceNow Support Engineer - Service & Change ManagementWorkable (global search) · Riyadh, Riyadh Province, Saudi Arabia

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 13 days ago

Workable (global search) median: 7 days open

The posting

Job Purpose

To provide technical and functional support for the ServiceNow platform, with a focus on Service Management and Change Management processes. The role will ensure the stability, availability, and continuous improvement of ServiceNow services while supporting ITSM operations within a banking environment.

Key Responsibilities

  • Provide L2/L3 support for ServiceNow, including incident, problem, request, and change management processes.
  • Administer and support ServiceNow ITSM modules, ensuring reliable and efficient day-to-day operations.
  • Manage and support Change Management workflows, approvals, change scheduling, risk assessment, and implementation processes.
  • Troubleshoot and resolve ServiceNow incidents, defects, workflow issues, and integration-related problems.
  • Monitor ServiceNow platform performance and identify recurring issues or opportunities for improvement.
  • Configure and maintain ServiceNow forms, workflows, business rules, notifications, SLAs, and user access based on approved requirements.
  • Support Change Advisory Board (CAB) activities and ensure changes follow established governance and approval procedures.
  • Work closely with IT Operations, Infrastructure, Application Support, Development, and other technology teams to resolve ServiceNow-related issues.
  • Support integrations between ServiceNow and other enterprise systems and coordinate troubleshooting with relevant technical teams.
  • Perform root cause analysis for recurring incidents and implement corrective and preventive actions.
  • Prepare operational reports and dashboards related to incidents, requests, changes, SLAs, and service performance.
  • Ensure ServiceNow processes and configurations align with ITSM best practices, internal controls, and banking policies.
  • Participate in ServiceNow upgrades, releases, enhancements, testing, and deployment activities.
  • Maintain technical documentation, knowledge articles, support procedures, and configuration records.
  • Ensure compliance with information security, audit, risk, and regulatory requirements applicable to the banking environment.
  • Participate in 24/7 support and on-call activities, when required.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • 4–7 years of experience in ServiceNow administration, support, or ITSM platform operations.
  • Hands-on experience with ServiceNow ITSM, particularly Incident, Problem, Request, and Change Management.
  • Strong understanding of ITIL processes and IT Service Management practices.
  • Practical experience supporting Change Management and CAB processes.
  • Previous experience working in a banking or financial services environment is required.
  • Experience with ServiceNow configuration, workflows, business rules, SLAs, notifications, and access management.
  • Good understanding of ServiceNow integrations and APIs.
  • Experience with ServiceNow upgrades, releases, testing, and production support.
  • Strong troubleshooting, problem-solving, and root cause analysis skills.
  • Good understanding of IT governance, risk, compliance, and change control within regulated environments.
  • ServiceNow Certified System Administrator (CSA) is preferred; ITIL certification is an advantage.
  • Strong communication and stakeholder management skills.
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