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IT Service Management (ITSM) Specialist:
Negotiable
Khobar · Posted 4h ago · 0 views
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Description
The ITSM Specialist is responsible for designing, implementing, maintaining, and improving IT service management processes using the ServiceNow platform. The role ensures that IT services are delivered efficiently, aligned with ITIL best practices, and focused on business outcomes and user experience.
Key Responsibilities
Process Management
Own and optimize core ITSM processes: Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management
Align processes with ITIL v4 practices and organizational policies
Define, track, and report on KPIs and SLAs (e.g., MTTR, first-contact resolution, change success rate)
Lead continual service improvement initiatives
ServiceNow Administration and Configuration
Configure and maintain ServiceNow ITSM modules, including forms, workflows, Flow Designer flows, business rules, UI policies, and notifications
Manage the Service Catalog, including catalog items, record producers, and request fulfillment workflows
Maintain the CMDB, ensuring data quality, relationships, and Discovery/Service Mapping accuracy
Manage SLA definitions, assignment rules, and escalation logic
Support platform upgrades, testing, and release management
Reporting and Analytics
Build dashboards, reports, and Performance Analytics for operational and executive stakeholders
Analyze trends and recommend improvements to reduce incident volume and improve service quality
Stakeholder Collaboration
Work with IT teams, business units, and vendors to gather requirements and translate them into platform solutions
Provide training, documentation, and support to fulfillers and end users
Facilitate Change Advisory Board (CAB) and Problem Review meetings
Governance and Compliance
Enforce data quality, access controls, and platform governance standards
Support audit requirements (e.g., ISO 20000, SOX, ISO 27001)
Required Qualifications
Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
3-5+ years of experience in ITSM, with hands-on ServiceNow experience
Strong working knowledge of ITIL framework (ITIL 4 Foundation certification preferred)
Proven experience configuring ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge)
Familiarity with CMDB concepts, Discovery, and the Common Service Data Model (CSDM)
Experience with reporting, dashboards, and Performance Analytics
Excellent communication, documentation, and stakeholder management skills
Strong analytical and problem-solving abilities
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS) in ITSM
ITIL 4 Managing Professional or Strategic Leader
Scripting experience (JavaScript, Glide API) and REST/SOAP integrations
Experience with ITOM, HRSD, CSM, or Virtual Agent
Agile/Scrum experience and familiarity with tools like Jira
Experience with Automation, AIOps, or Predictive Intelligence
Key Skills
Category Skills
Platform ServiceNow ITSM, Flow Designer, Service Catalog, CMDB, Discovery, UI Builder
Process ITIL 4, SLA management, CAB, CSI, Knowledge-Centered Service (KCS)
Technical JavaScript, Glide scripting, REST APIs, integrations, ACLs
Analytics Reports, dashboards, Performance Analytics
Soft Skills Communication, facilitation, training, change management
Success Metrics
Improved SLA compliance and reduced mean time to resolve
Higher CMDB accuracy and completeness
Increased self-service and catalog adoption
Reduced repeat incidents through effective problem management
Improved user and customer satisfaction scores
Key Responsibilities
Process Management
Own and optimize core ITSM processes: Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management
Align processes with ITIL v4 practices and organizational policies
Define, track, and report on KPIs and SLAs (e.g., MTTR, first-contact resolution, change success rate)
Lead continual service improvement initiatives
ServiceNow Administration and Configuration
Configure and maintain ServiceNow ITSM modules, including forms, workflows, Flow Designer flows, business rules, UI policies, and notifications
Manage the Service Catalog, including catalog items, record producers, and request fulfillment workflows
Maintain the CMDB, ensuring data quality, relationships, and Discovery/Service Mapping accuracy
Manage SLA definitions, assignment rules, and escalation logic
Support platform upgrades, testing, and release management
Reporting and Analytics
Build dashboards, reports, and Performance Analytics for operational and executive stakeholders
Analyze trends and recommend improvements to reduce incident volume and improve service quality
Stakeholder Collaboration
Work with IT teams, business units, and vendors to gather requirements and translate them into platform solutions
Provide training, documentation, and support to fulfillers and end users
Facilitate Change Advisory Board (CAB) and Problem Review meetings
Governance and Compliance
Enforce data quality, access controls, and platform governance standards
Support audit requirements (e.g., ISO 20000, SOX, ISO 27001)
Required Qualifications
Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
3-5+ years of experience in ITSM, with hands-on ServiceNow experience
Strong working knowledge of ITIL framework (ITIL 4 Foundation certification preferred)
Proven experience configuring ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge)
Familiarity with CMDB concepts, Discovery, and the Common Service Data Model (CSDM)
Experience with reporting, dashboards, and Performance Analytics
Excellent communication, documentation, and stakeholder management skills
Strong analytical and problem-solving abilities
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS) in ITSM
ITIL 4 Managing Professional or Strategic Leader
Scripting experience (JavaScript, Glide API) and REST/SOAP integrations
Experience with ITOM, HRSD, CSM, or Virtual Agent
Agile/Scrum experience and familiarity with tools like Jira
Experience with Automation, AIOps, or Predictive Intelligence
Key Skills
Category Skills
Platform ServiceNow ITSM, Flow Designer, Service Catalog, CMDB, Discovery, UI Builder
Process ITIL 4, SLA management, CAB, CSI, Knowledge-Centered Service (KCS)
Technical JavaScript, Glide scripting, REST APIs, integrations, ACLs
Analytics Reports, dashboards, Performance Analytics
Soft Skills Communication, facilitation, training, change management
Success Metrics
Improved SLA compliance and reduced mean time to resolve
Higher CMDB accuracy and completeness
Increased self-service and catalog adoption
Reduced repeat incidents through effective problem management
Improved user and customer satisfaction scores