ServiceNow Engineer

Role overview

Service desk operations

• Monitor, operate, and administer the service desk; assign tasks to the right teams and follow through to completion.
• Prioritize requests by urgency, escalate emergencies promptly, schedule recurring tasks in ServiceNow, and track them to closure.
• Answer the service desk phone line, assist callers, and transfer them as needed.
• Carry out additional administrative duties assigned by the line manager.

Access control and reporting

• Receive and process building access requests; generate regular access-control and access-level reports for stakeholders.
• Prepare restricted-area access reports for the security section head and inspect restricted areas when required.
• Issue and update staff and contractor ID cards; check secure-token inventory, manage issue and return, and report stock levels.
• Produce Corporate Services reports and present findings to section heads; process time and attendance reports and make requested adjustments.

ServiceNow platform ownership

• Configure and maintain ServiceNow to support service desk processes; improve catalog items, forms, workflows, SLAs, and dashboards as business needs change.
• Identify process gaps and propose practical improvements.

ServiceNow technical requirements

• Strong platform administration, including users, groups, roles, and access controls (ACLs).
• Build and modify tables, fields, forms, Service Catalog items, and Record Producers.
• Automate processes using Flow Designer, notifications, events, and scheduled jobs.
• Use JavaScript in ServiceNow, including Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
• Configure SLAs, assignment rules, and approval workflows; build reports and dashboards from scratch.
• Manage changes between environments using Update Sets.

Qualifications and experience

• Bachelor's degree required.
• At least five years of service desk operations experience in corporate services, technology, or facilities management required.
• Advanced MS Office skills and comfort with AI tools and access control systems.
• Excellent written and spoken English required; Arabic is an advantage.

Preferred qualifications

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) are preferred, not essential.
• Experience with REST APIs, Integration Hub, and the Automated Test Framework (ATF) is an advantage.

Working relationships