ITSM Service Management Engineer (ServiceNow)

About Secure Tech Secure Tech is a system integration company in Riyadh, Saudi Arabia, specializing in security systems and technical solutions. Our commitment is to provide the best service and equipment in the technological and security fields, adhering to international standards. Our team of qualified professionals strives for development and improvement for a better future in Saudi Arabia. Job Summary Owns how IT and security services are defined, measured and escalated, and runs the ServiceNow ticketing platform that carries them, turning ad-hoc support into a managed service with a published service catalogue, agreed SLAs, a clear escalation matrix and ServiceNow configured to enforce all three. Responsibilities • – Build and maintain a business-facing service catalogue of IT and security services, with descriptions, owners, request forms, approvals and fulfilment steps; review it quarterly. • – Define SLAs, OLAs and underpinning vendor contracts, with response and resolution targets by priority (P1 to P4), configured in ServiceNow with clocks, pauses and breach warnings. • – Produce monthly SLA reports, analyse breaches and recommend corrective actions to management. • – Design and maintain the escalation matrix (L1, L2, L3, vendor, management) with named roles, contact methods and time triggers, including a major-incident path and out-of-hours on-call model. • – Test the escalation matrix periodically and keep contacts current after staff or vendor changes. • – Configure and administer ServiceNow ITSM modules: Incident, Request, Problem, Change and Knowledge, plus the service portal. • – Build assignment rules, workflows, approvals, notifications and automated escalations that follow the matrix. • – Create dashboards and reports for SLA compliance, ticket volumes, backlog and customer satisfaction. • – Manage ServiceNow users, roles, groups and access; handle upgrades, fixes and enhancements under proper change control. • – Align ticket routing with the System Administrator, NOC, Security Analyst, DevOps and Cloud Platform roles, so every team works from the same catalogue, SLAs and escalation paths. • – Train support teams and end users, and keep process and platform documentation current. Must Have • – At least 5 years in IT service management, including 3+ years administering ServiceNow ITSM. • – Proven experience designing a service catalogue, SLAs/OLAs and escalation matrices in an enterprise environment. • – ServiceNow Incident, Request, Problem, Change, Knowledge and Service Portal, including SLA definitions, workflows and notification rules. • – ITIL 4 Foundation or higher; ServiceNow Certified System Administrator (CSA) or equivalent. • – ServiceNow dashboards and performance reporting for management. • – Excellent English, able to run workshops with IT, security and business teams. • – Bachelor's degree in IT, Computer Science, Information Systems or a related field. • – ServiceNow Certified Implementation Specialist (ITSM) or ITIL 4 Managing Professional. Show more Show less