ServiceNow Technical Analyst

ServiceNow Technical Analyst Job Details | King Abdullah University of Science & Technology
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ServiceNow Technical Analyst
Date: Nov 10, 2026
Location:
Saudi Arabia
Company:
King Abdullah University of Science & Technology
About the Role
The ServiceNow Technical Specialist is responsible for the day-to-day administration, configuration, and technical support of the ServiceNow platform essential for Shaheen 3 compliance program. The role provides hands-on technical capability across platform configuration, workflow automation, CMDB, ITOM, integrations and associated ServiceNow capabilities. The position will support the Lead and work closely with IT infrastructure, operations, cybersecurity, asset management and business stakeholders to translate operational requirements into secure, maintainable and scalable ServiceNow solutions. The role requires strong practical ServiceNow experience, sound understanding of enterprise infrastructure environments, and the ability to Investigate and resolve platform and integration issues, escalating complex issues to the Lead.
Responsibilities
Configure, administer and maintain ServiceNow applications, forms, tables, fields, views, related lists and other platform components.
Develop and enhance platform functionality using Flow Designer, workflows, business rules, client scripts, UI policies, notifications and other ServiceNow configuration capabilities.
Translate technical and business requirements into practical, maintainable ServiceNow configurations and solutions.
Administer users, groups, roles and Access Control Lists (ACLs), ensuring appropriate platform access and segregation of responsibilities.
Investigate and resolve ServiceNow configuration, application, data and platform issues under general guidance and established procedures.
Support incident investigation and troubleshooting where ServiceNow configuration, integrations or data quality may be contributing to operational issues.
Promote the use of ServiceNow platform standards and configuration best practices to minimise unnecessary customisation and maintain platform sustainability.
Provide ServiceNow technical support to the Shaheen 3 program and associated infrastructure environments.
Support the CMDB module with relevant Shaheen 3 compute, storage, network, platform, and supporting infrastructure configuration items.
Work with Shaheen 3 technical teams to establish appropriate CI classifications, attributes, relationships and configuration baselines.
Support integration of authorised infrastructure-management, discovery, monitoring and other technical data sources with ServiceNow.
Assist in ensuring that Shaheen 3 configuration information captured within ServiceNow supports operational management, incident and change processes, compliance requirements and audit requirements.
Support configuration-baseline and data-governance requirements that enable future identification of infrastructure configuration changes and baseline drift.
Support the administration and continued maturity of the ServiceNow Configuration Management Database (CMDB).
Ensure all Shaheen 3 related infrastructure components are accurately captured within the CMDB, with appropriate CI relationships established and maintained.
Configure and maintain CI classes, attributes, identification rules, reconciliation rules and CI relationships in accordance with the organisation's configuration management standards.
Assist with improving CMDB completeness, correctness, compliance and overall data quality.
Support ServiceNow Discovery, MID Servers and other authorised data sources used to identify and maintain infrastructure and application configuration information.
Investigate duplicate, stale, incomplete or incorrectly classified configuration items and assist with remediation of underlying data-quality issues.
Support Hardware Asset Management processes throughout the asset lifecycle, including receipt, inventory, assignment, deployment, transfer, return, stock management, retirement and disposal.
Maintain asset models, asset records, ownership information and relationships between hardware assets and corresponding configuration items.
Work with asset-management and infrastructure teams as the organisation progresses its broader CMDB and Asset Management maturity program.
Configure, support and maintain integrations between ServiceNow and enterprise platforms using REST APIs, SOAP web services, IntegrationHub, MID Server and other supported integration technologies.
Develop and maintain import sets, transform maps, data sources, scheduled imports, scripted interfaces and associated integration components.
Work with JSON, XML and other structured data formats u

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