Senior ServiceNow Implementation & Support Specialist

We have an urgent requirement for Senior ServiceNow Implementation & Support Specialist in banking domain for our banking client in Muscat, Oman

              Managing On-Premises / Self-Hosted ServiceNow inside a local data center is the MUST

             On-Premises / Self-Hosted ServiceNow (Nodes, local DB, MID Servers — Must be On-Prem, not Cloud)             Core ITSM Workflows (Incident, Problem, Change, Release, KEDB, CAB/eCAB approvals)---Must             Scripting & Service Portal (JavaScript, Script Includes, AngularJS, custom Widgets)-Must             Integrations & CMDB (REST/SOAP, Dynatrace, Active Directory/SSO, Automated Discovery)---Must            Certifications & Experience (CSA + CIS-ITSM + ITIL v4 | 4–5+ yrs hands-on ServiceNow in Banking/Enterprise

Job Summary

We are seeking a highly experienced Senior ServiceNow Implementation & Support Specialist to lead the end-to-end implementation, administration, customization, integration, and support of an on-premises ServiceNow platform. The ideal candidate will possess extensive expertise in ServiceNow ITSM modules, CMDB, Discovery, Service Catalog, Service Portal, integrations, automation, and platform governance. This role will be responsible for driving platform modernization, ensuring high availability, security, performance optimization, and aligning ServiceNow capabilities with enterprise ITIL best practices.Key ResponsibilitiesServiceNow Platform Architecture & Administration

• Lead the design, deployment, and operational management of on-premises ServiceNow environments.


• Configure and maintain ServiceNow instances, nodes, database connections, and infrastructure components.


• Perform platform upgrades, patching, performance tuning, and capacity planning.


• Implement security controls including RBAC, ACLs, SSO, LDAP, and SAML integrations.


• Ensure platform stability, security, scalability, and compliance. 

ServiceNow ITSM Implementation

• Configure and customize Incident, Problem, Change, Release, Knowledge, and Request Management modules.


• Develop SLA definitions, escalation workflows, notification mechanisms, and assignment rules.


• Implement Major Incident Management and automated ticket routing solutions.


• Configure Known Error Database (KEDB), RCA workflows, and recurring issue identification mechanisms.


• Build Standard, Normal, and Emergency Change workflows with CAB/eCAB approval processes. 

Service Catalog & Service Portal

• Design and develop enterprise Service Catalog solutions.


• Build Record Producers, Catalog Items, Approval Workflows, and Execution Plans.


• Develop and customize Service Portal using HTML, CSS, JavaScript, AngularJS, and Service Portal Widgets.


• Enhance user experience through modern self-service capabilities. 

CMDB, Discovery & Asset Management

• Design and maintain CMDB architecture, CI relationships, and dependency mapping.


• Deploy and configure MID Servers.


• Implement Discovery and Service Mapping capabilities.


• Integrate CMDB with enterprise monitoring and asset management platforms.


• Ensure data quality, normalization, reconciliation, and governance.

Integration & Automation

• Develop REST and SOAP integrations with enterprise applications.


• Integrate ServiceNow with Active Directory, LDAP, Email Gateways, Monitoring Platforms, and third-party ITSM tools.


• Develop automation workflows and orchestration solutions.


• Build Script Includes, Business Rules, UI Policies, Client Scripts, Flow Designer workflows, and custom applications.


• Support enterprise automation and digital transformation initiatives. 

Data Migration & Platform Modernization

• Lead legacy data migration projects using Import Sets and Transform Maps.


• Perform data cleansing, transformation, validation, and reconciliation activities.


• Support platform modernization and continuous service improvement programs.


• Manage release deployment, change control, and migration strategies. 

Testing, Deployment & Support

• Lead SIT, UAT, production deployment, and Hypercare activities.


• Provide L2/L3 troubleshooting support for ServiceNow platform issues.


• Manage incident, problem, and change records according to ITIL processes.


• Support 24x7 critical production environments when required.


• Coordinate with vendors and stakeholders for issue resolution and platform enhancements. 

Documentation & Leadership

• Develop architecture documents, runbooks, SOPs, and operational procedures.


• Conduct technical training, workshops, and knowledge-transfer sessions.


• Mentor ServiceNow administrators, developers, and support teams.


• Ensure adherence to governance, audit, risk, and compliance requirements. 

Required Skills & Experience

• 8+ years of experience in IT Service Management and Enterprise IT Operations.


• 5+ years of hands-on ServiceNow Administration, Development, and Implementation experience.


• Strong experience with on-premises ServiceNow environments and MID Servers.


• Expertise in Incident, Problem, Change, Request, Knowledge, and CMDB modules.


• Strong experience with Discovery, Service Mapping, and Asset Management.


• Proficiency in JavaScript, HTML, CSS, XML, JSON, SQL, AngularJS.


• Hands-on experience with REST/SOAP integrations and API development.


• Strong knowledge of LDAP, Active Directory, SAML, and SSO integrations.


• Experience with Service Portal development and workflow automation.


• Strong troubleshooting, analytical, and problem-solving capabilities.


• Experience in Production Support, Upgrades, Release Management, and Hypercare support.


• Strong stakeholder management and communication skills.