# ServiceNow Support Engineer - Service & Change Management

> TAWANTECH · Riyadh, Saudi Arabia · Full-time · Posted 2026-09-21

**Workplace:** on_site

**Department:** IT

## Description

Job Purpose

To provide technical and functional support for the ServiceNow platform, with a focus on Service Management and Change Management processes. The role will ensure the stability, availability, and continuous improvement of ServiceNow services while supporting ITSM operations within a banking environment.

Key Responsibilities

-   Provide **L2/L3 support** for ServiceNow, including incident, problem, request, and change management processes.
-   Administer and support **ServiceNow ITSM modules**, ensuring reliable and efficient day-to-day operations.
-   Manage and support **Change Management workflows**, approvals, change scheduling, risk assessment, and implementation processes.
-   Troubleshoot and resolve ServiceNow incidents, defects, workflow issues, and integration-related problems.
-   Monitor ServiceNow platform performance and identify recurring issues or opportunities for improvement.
-   Configure and maintain ServiceNow forms, workflows, business rules, notifications, SLAs, and user access based on approved requirements.
-   Support **Change Advisory Board (CAB)** activities and ensure changes follow established governance and approval procedures.
-   Work closely with IT Operations, Infrastructure, Application Support, Development, and other technology teams to resolve ServiceNow-related issues.
-   Support integrations between ServiceNow and other enterprise systems and coordinate troubleshooting with relevant technical teams.
-   Perform root cause analysis for recurring incidents and implement corrective and preventive actions.
-   Prepare operational reports and dashboards related to incidents, requests, changes, SLAs, and service performance.
-   Ensure ServiceNow processes and configurations align with **ITSM best practices, internal controls, and banking policies**.
-   Participate in ServiceNow upgrades, releases, enhancements, testing, and deployment activities.
-   Maintain technical documentation, knowledge articles, support procedures, and configuration records.
-   Ensure compliance with information security, audit, risk, and regulatory requirements applicable to the banking environment.
-   Participate in **24/7 support and on-call activities**, when required.

## Requirements

-   Bachelor’s degree in Computer Science, Information Technology, or a related field.
-   **4–7 years of experience** in ServiceNow administration, support, or ITSM platform operations.
-   Hands-on experience with **ServiceNow ITSM**, particularly Incident, Problem, Request, and Change Management.
-   Strong understanding of **ITIL processes and IT Service Management practices**.
-   Practical experience supporting **Change Management and CAB processes**.
-   Previous experience working in a **banking or financial services environment** is required.
-   Experience with ServiceNow configuration, workflows, business rules, SLAs, notifications, and access management.
-   Good understanding of ServiceNow integrations and APIs.
-   Experience with ServiceNow upgrades, releases, testing, and production support.
-   Strong troubleshooting, problem-solving, and root cause analysis skills.
-   Good understanding of IT governance, risk, compliance, and change control within regulated environments.
-   **ServiceNow Certified System Administrator (CSA)** is preferred; ITIL certification is an advantage.
-   Strong communication and stakeholder management skills.

## Apply

[Apply at TAWANTECH](https://apply.workable.com/tawantech/j/23E1AA3E06/apply)

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