Overview
ServieNow Consultant Jobs in Abu Dhabi, UAE/Dubai at HCLTech
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry‑leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
We are on the lookout for a highly talented and self‑motivated Service Now Consultant to join us on our journey in advancing the technological world through innovation and creativity.
Role Overview
We are seeking an experienced Service Now Consultant with 8+ years of expertise to support a leading UAE‑based banking client. The role involves conducting a comprehensive gap assessment of the current Service Now environment
, identifying process and technology inefficiencies, and driving automation and platform optimization initiatives aligned with banking and regulatory standards.
Key Responsibilities
- Gap Assessment & Analysis
- Perform end‑to‑end assessment of the existing Service Now platform (ITSM, ITOM, integrations, workflows).
- Identify gaps in current configurations, processes, and governance frameworks.
- Evaluate alignment with ITIL best practices and banking compliance requirements.
- Provide actionable recommendations to optimize platform usage and performance.
- Automation & Optimization
- Identify opportunities for automation across incident, problem, change, request, and operational workflows.
- Design and implement automated solutions using Service Now capabilities (Flow Designer, Integration Hub, scripting).
- Enhance existing workflows to improve efficiency, reduce manual effort, and minimize turnaround time (TAT).
- Introduce self‑service and AI‑driven capabilities where applicable.
- Solution Design & Implementation
- Define target‑state architecture and roadmap for Service Now enhancements.
- Configure and customize modules as per business requirements.
- Lead implementation of new features, integrations, and process improvements.
- Ensure scalability, security, and compliance within the banking environment.
- Stakeholder Engagement
- Collaborate with business, IT, and compliance teams to understand pain points and expectations.
- Present findings, gap analysis reports, and recommended solutions to senior stakeholders.
- Act as a trusted advisor for Service Now best practices and roadmap planning.
- Governance & Compliance
- Ensure adherence to UAE banking regulations, security policies, and internal controls.
- Establish governance frameworks for Service Now usage, upgrades, and change management.
- Support audit readiness and documentation requirements.
- Monitor platform performance and proactively suggest enhancements.
- Stay updated with Service Now releases and recommend adoption of new features.
- Drive standardization and best practices across IT service management processes.
Required Skills & Experience
- 8+ years of overall IT experience, with strong hands‑on expertise in Service Now
. - Proven experience in Service Now gap assessment, transformation, and optimization projects
. - Deep knowledge of:
- ITOM / CMDB (preferred)
- Service Now workflow automation (Flow Designer, Business Rules, Script Includes)
- Experience in automation and process re‑engineering initiatives.
- Strong understanding of ITIL frameworks and service management best practices.
- Exposure to banking or financial services domain (UAE/Middle East preferred).
- Experience working with integrations (REST/SOAP APIs, third‑party tools).
- Strong analytical, problem‑solving, and documentation skills.
- Excellent stakeholder management and communication skills.
Preferred Qualifications
- Service Now certifications (CSA, CIS‑ITSM, CIS‑ITOM, or equivalent).
- Experience in UAE banking compliance/security standards
. - Exposure to AI/automation capabilities within Service Now (Virtual Agent, Predictive Intelligence).
Why Us
We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees,
- Our company is extremely diverse with 165…
Title: ServieNow Consultant
Company: HCLTech
Location: Abu Dhabi, UAE/Dubai
Category: