Senior ServiceNow Implementation & Support Specialist

Job Title -Senior ServiceNow Implementation & Support Specialist Job Location - Muscat Oman, Job Type - Full Time • On-Premises Architecture & Platform Foundations • Infrastructure & Instance Management: Configure and maintain on-premises ServiceNow nodes, Servers, local database connections, and instance architecture within the bank enterprise data centre. • Upgrades & Maintenance: Oversee patch application, version upgrades, performance tuning, and database health within the self-hosted environment. • Security & Access Control: Manage Role-Based Access Controls (RBAC), ACLs (Access Control Lists), Single Sign-On (SSO/SAML/LDAP integration), and local encryption protocols. 2. Incident Management • Configure forms, fields, response/resolution SLA timers, priority lookup rules, and multi-tier escalation paths. • Implement automated ticket assignment, major incident management workflows, and notification engines. 3. Problem Management • Configure problem record lifecycles, root-cause analysis (RCA) workflows, Known Error Database (KEDB) structures, and parent-child incident linkages. • Implement trend analysis features and recurring incident identification setups. 4. D. Change & Release Management • Build custom workflows for Standard, Normal, and Emergency Change Requests (ECRs). • Configure Risk Assessment engines, approval matrix routing (CAB/eCAB), maintenance window blackout calendars, and conflict detection logic. 5. E. Service Catalog & Service Portal • Design and develop an intuitive, brand-aligned end-user Service Portal using Service Portal Widgets, HTML/CSS, and Angular Provider logic. Official This Document is classified as Official • Build complex workflow items, execution plans, record producers, catalog client scripts, and multi-stage approval flows. 6. F. Configuration Management Database (CMDB) & Discovery • Design and populate the CMDB class structure (CI classes, relationships, and dependencies). • Deploy and configure MID Servers to enable automated discovery, data normalization, and integration with local monitoring tools (e.g., Dynatrace) and enterprise asset inventories 7. G. Knowledge Management • Configure knowledge bases, user criteria permissions, approval workflows for article publishing, feedback/rating mechanisms, and retirement lifecycles. 8. Documentation and Knowledge Sharing: • Document ITSM related best practices for internal knowledge sharing and training purposes. • Conduct training sessions and workshops to disseminate knowledge and promote a the culture within the team. 9. Other: • Work requires strong formal conduct of operations skills, technical expertise, personal accountability, and flawless execution of work activities commensurate with a highly critical environment and associated expectations for exceptional customer satisfaction and confidence. • Manage to ensure customer’s service level agreement are in compliance at all time. • Be part of a Command Centre team to assist in Incident and Problem Management • Maintain current functional and technical knowledge of the platform and future products. • Create and maintain documentation related to architecture and operational processes. • Provide technical leadership around ITSM and optimization of data infrastructure • Provide technical mentoring to a team of high performing engineers • Work in close collaboration with internal teams throughout the life cycle to ensure crossteam alignment. • Ensure all issues are logged in appropriate internal and vendors tracking tools. • Ensure that the changing needs of stakeholders are addressed continuously. • Ensure that any development or enhancements are based on best practices in the industry. • Must co-ordinate with line managers in resolving issues and disputes. • Must make sure that regular updates on progress are conveyed to line managers. • Ensure that high quality deliverables and work products are provided and meet commitments for the schedule on satisfying the Bank’s user needs. • Must build a strong sense of commitment among all team members to meet the user satisfaction levels. • Ensure that appropriate corrective and preventive actions are undertaken and resolve problems as soon as they arise. • Coordinating with different vendors to fix problems or implement changes when necessary. • Must ensure compliance to Risk Management and Audit standards. • Must contribute ideas to help the support team to become more effective and seek ideas from other team members. Specific Responsibilities: 1. System Integration: • Design, build, and maintain REST/SOAP web service integrations to connect ServiceNow with internal on-premises systems (Active Directory, legacy ticketing tools, monitoring systems, and email gateways). 2. Data Migration: • Extract, transform, clean, and import legacy historical data (incidents, changes, CIs, user records) using Import Sets, Transform Maps, and staging tables. 3. Testing & Quality Assurance: • Lead System Integration Testing (SIT) and support User Acceptance Testing (UAT); rapidly remediate defects and log release notes. 4. Go-Live & Hypercare Support: • Oversee technical cutover activities during deployment, providing rapidresponse L2/L3 troubleshooting during the initial operational rollout. 5. Documentation & Knowledge Transfer: • Develop comprehensive technical architecture documentation, system administration guides, runbooks, and conduct hands-on operational training for internal IT administrators. 6. System Maintenance. • Ensure the successful planning, design, and implementation of ITSM modules to meet business objectives and operational requirements across all systems used in the bank. • Ensure that a detailed impact analysis of any issue is carried out and viable solution is recommended with the help of the respective application vendors if required. • 24/7 availability on issues and scheduled & unscheduled activities. 7. System Enhancements • Collaborate with bank management, IT teams, and other stakeholders to prioritize initiatives and drive adoption of best practices in ITSM. • Must ensure to use the Bank’s methodology for any enhancements undertaken. • Come up with appropriate solutions to support line managers in making decisions and using right methodology during any development or issue resolution. • Review the architecture, the design, specifications and technical documents related to any enhancement or change to ensure adherence to requirements and compliance with Bank Muscat standards. • Research and evaluate emerging technologies and trends and suggest course of action to line managers.

On-Premises Architecture & Platform Foundations: Infrastructure & Instance Management; Upgrades & Maintenance; Security & Access Control. Incident Management: configure forms, response/resolution SLA timers, escalation paths; automated ticket assignment, major incident workflows, notification engines. Problem Management: configure problem lifecycles, RCA workflows, KEDB structures, parent-child incident linkages; trend analysis and recurring incident identification. Change & Release Management: build custom workflows for Standard, Normal, and Emergency Change Requests; configure risk assessment engines, CAB/eCAB routing, maintenance window calendars, conflict detection. Service Catalog & Service Portal: design and develop end-user Service Portal; build complex workflow items, execution plans, record producers, catalog client scripts, multi-stage approvals. CMDB & Discovery: design CMDB class structure, deploy MID Servers for automated discovery, data normalization, integration with monitoring tools. Knowledge Management: configure knowledge bases, permissions, approval workflows, feedback mechanisms, retirement lifecycles. Documentation & Knowledge Sharing: document ITSM best practices; conduct training sessions. Other: maintain formal conduct, ensure SLA compliance, participate in Command Centre, stay current on platform, create documentation, provide leadership and mentoring, collaborate cross-team, ensure issue logging, address stakeholder needs, align with industry best practices, coordinate with line managers, provide progress updates, deliver high-quality outputs, foster team commitment, implement corrective/preventive actions, coordinate with vendors, ensure risk management and audit compliance, contribute ideas.