Job Purpose

Leading the implementation and optimization of the ServiceNow platform for Enterprise Service Management (ESM), responsible for defining the scope, driving solutions, and ensuring scalable implementations that align with business needs. Enhance service delivery and operational efficiency by leveraging the full potential of ServiceNow to support a wide range of enterprise services, including IT, HR, Facilities, and Customer Service Management.

Key Accountability Areas

ESM Strategy & Implementation:

• Lead the development and execution of Enterprise Service Management (ESM) strategies that align with overall organizational goals, ensuring service management processes are effective and scalable.
• Lead workshops with business stakeholders to gather and document detailed business requirements for ESM initiatives, ensuring alignment with ServiceNow capabilities.
• Map current business processes, identify gaps, and recommend improvements that can be achieved using ServiceNow’s capabilities to enhance operational workflows and service delivery.
• Collaborate with both business and IT teams to translate business needs into actionable technical solutions that optimize service management outcomes across multiple functions (IT, HR, Customer Service, etc.).

ServiceNow Configuration & Support:

• Oversee the configuration and customization of ServiceNow modules (ITSM, ITOM, ITBM, CMDB) to meet specific business requirements, ensuring alignment with best practices and enterprise needs.
• Lead the design of workflows, automations, and integrations that improve operational efficiency and enhance the end-user experience.
• Supervise the development of scripts, APIs, and custom configurations required to implement tailored solutions within the ServiceNow platform.
• Provide ongoing support and management of the ServiceNow platform, ensuring continuous improvement and system uptime.

CMDB Management & Troubleshooting:

• Lead efforts to optimize the Configuration Management Database (CMDB), ensuring accurate and up-to-date asset and service dependency mappings across the organization.
• Manage data integrity within the CMDB, addressing discrepancies and ensuring that all critical assets and services are properly tracked. Troubleshoot platform issues to ensure consistent performance and system availability.

Collaboration & Support:

• Act as the key liaison between IT, business units, and vendors, ensuring clear communication and alignment on project goals, requirements, and timelines.
• Work closely with various functional teams to define requirements, deliver solutions, and address any challenges in the service management process.

Testing & Continuous Improvement:

• Oversee the development and execution of test plans for new workflows, automations, and features, ensuring they meet business needs and quality standards.
• Manage UAT processes, addressing feedback from business stakeholders and refining solutions to ensure optimal functionality and user satisfaction.
• Continuously analyze system performance, identify areas for improvement, and implement changes to optimize platform performance and efficiency.

Reports & Analytics:

• Oversee the creation and maintenance of reports and dashboards that track key performance indicators (KPIs) and measure the success of ESM implementations.
• Provide recommendations for enhancements and upgrades to the ServiceNow platform based on evolving business needs, technological advancements, and emerging best practices in service management.

Role Accountability

HR Proficiency:

• Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.
• Ability to recognize low performers and guide them to improve or release them.
• Ability to treat subordinates equally without any discrimination.
• Assessment criteria of subordinates is performance that leads to planned results.
• Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

• Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.
• Able to anticipate problems and make the necessary proactive steps to prevent them
• Ability to take necessary and proper timely decisions.

Delivery:

• Deliver the required results in timely manner with required quality and cost.
• Making a Tangible Difference:
• Must make a tangible difference to his area of operation. and exceed business expectations.

Business Planning and Performance:

• Able to transform the corporate goals into business plans.
• Able to Plan, follow-up and execute those plans, whether they are annual or development plans.
• Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.
• Provide periodic work progress reports.
• Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.

Organizational Development:

• Develop the organizational structure according to the current requirements taking into consideration future and development plans.
• Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

• Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
• Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.
• Promote the automated systems and using them fully, to spread its culture.

Quality:

• Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.

Adaptation:

• Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

• Ensure a safe, secure, and legal work environment as per the standard regulations.

Academic Qualification

Work Experience

Technical / Functional Competencies