Senior ServiceNow Implementation & Support Specialist

About the role

A bank in Muscat, Oman is looking for a Senior ServiceNow Implementation & Support Specialist to work full time on an on-premises ServiceNow platform hosted in its enterprise data centre. The role covers instance management, incident and problem management, change and release management, service catalog and portal, CMDB, knowledge management, system integration, data migration, testing and go-live support, as well as mentoring a team of engineers.

Key responsibilities

• Configure and maintain on-premises ServiceNow nodes, servers, local database connections and instance architecture, including patches, upgrades, performance tuning and database health.
• Manage RBAC, ACLs, SSO/SAML/LDAP integration and local encryption protocols.
• Set up incident and problem management: SLAs, escalation paths, automated ticket assignment, RCA workflows, KEDB and trend analysis.
• Build change and release workflows for standard, normal and emergency change requests, with risk assessment, CAB/eCAB approval routing and blackout calendars.
• Design and develop the Service Portal using widgets, HTML/CSS and Angular provider logic, and create complex workflows, record producers and approval flows.
• Populate the CMDB class structure and deploy MID Servers for discovery and integration with tools such as Dynatrace.
• Configure knowledge bases, article publishing approvals and feedback mechanisms.
• Document ITSM best practices, runbooks and architecture, and deliver training and workshops.
• Integrate ServiceNow with on-premises systems via REST/SOAP services, migrate legacy data using Import Sets and Transform Maps, and lead SIT and UAT.
• Oversee cutover and provide L2/L3 hypercare support after go-live, and ensure SLAs remain compliant.
• Mentor engineers, coordinate with vendors and line managers, and ensure compliance with risk management and audit standards.

Required profile

• Strong formal operations skills and technical expertise suited to a highly critical environment.
• Personal accountability, flawless execution and a commitment to exceptional customer satisfaction.
• Ability to provide technical leadership, mentor a team and work closely with internal teams and vendors.

Required skills

• ServiceNow on-premises administration and instance management
• Incident, problem, change and release management
• Service Portal (Angular provider logic)
• CMDB and MID Server configuration
• REST/SOAP integrations and data migration with Import Sets and Transform Maps