Job Summary
ServiceNow Consultant (8+ Years Experience) Role Overview We are seeking an experienced ServiceNow Consultant with 8+ years of expertise to support a leading UAE-based banking client. The role involves conducting a comprehensive gap assessment of the current ServiceNow environment, identifying process and technology inefficiencies, and driving automation and platform optimization initiatives aligned with banking and regulatory standards.
Key Responsibilities
Gap Assessment & Analysis o Perform end-to-end assessment of the existing ServiceNow platform (ITSM, ITOM, integrations, workflows). o Identify gaps in current configurations, processes, and governance frameworks. o Evaluate alignment with ITIL best practices and banking compliance requirements. o Provide actionable recommendations to optimize platform usage and performance. • Automation & Optimization o Identify opportunities for automation across incident, problem, change, request, and operational workflows. o Design and implement automated solutions using ServiceNow capabilities (Flow Designer, Integration Hub, scripting). o Enhance existing workflows to improve efficiency, reduce manual effort, and minimize turnaround time (TAT). o Introduce self-service and AI-driven capabilities where applicable. • Solution Design & Implementation o Define target-state architecture and roadmap for ServiceNow enhancements. o Configure and customize modules as per business requirements. o Lead implementation of new features, integrations, and process improvements. o Ensure scalability, security, and compliance within the banking environment. • Stakeholder Engagement o Collaborate with business, IT, and compliance teams to understand pain points and expectations. o Present findings, gap analysis reports, and recommended solutions to senior stakeholders. o Act as a trusted advisor for ServiceNow best practices and roadmap planning. • Governance & Compliance o Ensure adherence to UAE banking regulations, security policies, and internal controls. o Establish governance frameworks for ServiceNow usage, upgrades, and change management. o Support audit readiness and documentation requirements. • Continuous Improvement o Monitor platform performance and proactively suggest enhancements. o Stay updated with ServiceNow releases and recommend adoption of new features. o Drive standardization and best practices across IT service management processes.
Skill Requirements
8+ years of overall IT experience, with strong hands-on expertise in ServiceNow. • Proven experience in ServiceNow gap assessment, transformation, and optimization projects. • Deep knowledge of: o ITSM (Incident, Problem, Change, Request Management) o ITOM / CMDB (preferred) o ServiceNow workflow automation (Flow Designer, Business Rules, Script Includes) • Experience in automation and process re-engineering initiatives. • Strong understanding of ITIL frameworks and service management best practices. • Exposure to banking or financial services domain (UAE/Middle East preferred). • Experience working with integrations (REST/SOAP APIs, third-party tools). • Strong analytical, problem-solving, and documentation skills. • Excellent stakeholder management and communication skills. _
Other Requirements
Preferred Qualifications • ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM, or equivalent). • Experience in UAE banking compliance/security standards. • Exposure to AI/automation capabilities within ServiceNow (Virtual Agent, Predictive Intelligence).