ServiceNow Technical Specialist

Role overview

This position is a combined specialist role that brings together four technical capabilities in one multi-skilled profile. The ServiceNow Technical Specialist supports platform configuration, integrations, CMDB management and data handling, giving broad coverage across the delivery team. The role suits someone with strong ServiceNow development skills, practical integration experience, and a solid grasp of CMDB and Discovery, so the team can work across multiple streams without depending too heavily on niche resources.

What you will do

Based on the stage of the programme and the needs of the workstream, you may contribute in the following areas:

• Set up core ITSM modules such as Incident, Problem, Change, Request and Knowledge Management.
• Create Service Catalog items and fulfilment workflows across the agreed complexity levels.
• Develop Business Rules, Client Scripts, Script Includes, UI Actions and UI Policies with JavaScript and Glide scripting.
• Configure CMDB class extensions, attributes, relationship structures and lifecycle state changes for Hardware Asset Management.
• Build forms, views, SLA rules and notification logic that follow the approved design standards.
• Keep configurations upgrade-safe and participate in peer reviews of configuration work.
• Carry out unit testing and fix defects found during configuration validation.
• Design secure integrations using ServiceNow IntegrationHub, REST APIs and out-of-the-box spokes.
• Deliver the first phase of integrations for Microsoft Intune, JAMF and Microsoft Teams.
• Support later integration waves for FortiGate, Check Point, Oracle Fusion, Azure Monitor, CrowdStrike, Microsoft Defender, BeyondTrust, Cisco, Microsoft 365, SIEM, ZTNA and IDAM solutions.
• Set up OAuth, token-based authentication, certificate handling and encrypted communication channels.
• Implement exception handling, retry behaviour and integration health dashboards.
• Prepare source-to-target mapping documents and integration runbooks.
• Run integration tests in non-production environments and support UAT checks.
• Support Discovery setup through Azure-native API integrations and service principal onboarding.
• Assist with CMDB governance, including CI class definitions, attributes and IRE rules.
• Contribute to data migration tasks such as field mapping, transformation and source-to-target reconciliation.
• Support data cleansing and validation for endpoint, server, network device and asset records.
• Track CMDB health indicators and raise data quality issues through programme governance.
• Help configure Service Graph Connectors and structured import processes.

Required certifications and experience

The role requires ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD), and ServiceNow IntegrationHub accreditation or equivalent practical experience.

• At least 3 years of hands-on ServiceNow development experience.
• Strong working ability in JavaScript, Glide scripting, Business Rules, Client Scripts and UI Policies.
• Practical understanding of Service Catalog, SLA framework and workflow automation.
• Experience configuring CMDB and implementing Hardware Asset Management.
• Working knowledge of ITSM setup for Incident, Change and Request Management.
• Good understanding of REST and SOAP APIs, authentication models and data exchange methods.
• Hands-on exposure to ServiceNow IntegrationHub spokes and custom API configurations.
• Familiarity with MID Server architecture and iPaaS integration patterns.
• Experience with Azure-native integrations and Microsoft 365 connectivity.
• Ability to apply error handling, retry logic and integration monitoring.
• Understanding of ServiceNow Discovery concepts and Azure cloud API discovery patterns.
• Familiarity with CMDB data modelling, CI structures and relationship mapping.
• Experience with data migration, including field mapping and reconciliation.
• Exposure to ETL processes and data quality governance approaches.

Preferred background

• ServiceNow CIS-ITSM or CIS-SAM certification is an advantage.
• Experience with ServiceNow Discovery, IRE setup and CMDB health management is preferred.
• Exposure to HRSD or SecOps module configuration is beneficial.
• Experience integrating with Oracle Fusion, BeyondTrust or CrowdStrike would be helpful.
• Experience with Service Mapping and business service dependency modelling is a plus.
• Background in go-live stabilisation, hypercare and managed support transitions is preferred.
• Knowledge of UAE data residency expectations and Azure Commercial region deployment patterns is useful.

About the employer

Insight describes its culture as energetic, ambitious and success-focused, with a collaborative environment where people support one another in reaching their goals. The company offers a competitive reward package, strong benefits, and a role that provides autonomy and room for creativity.

Additional information

Insight notes that it receives a large number of applications across its vacancies. While it aims to respond to candidates with relevant experience, if you do not hear back within one week, you should assume your application will not be taken forward for this role.