Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.

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ServiceNow Specialist ITOM Support Engineer (KE))

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

Location

Nairobi

Job Field

ICT / Computer

Job Summary

This role is responsible for the end-to-end support, optimization, enhancement, and governance of ServiceNow ITOM (Visibility & Health) and Core CMDB platforms in complex enterprise environments.

Job Description

Application Support & DevOps

• Maintain platform stability, performance, and SLA compliance.
• Manage upgrades, patches, system clones, releases, and maintenance.
• Support incident resolution, major incidents, and disaster recovery.
• Oversee ITOM Discovery, MID Servers, integrations, and CMDB data quality.
• Implement configurations, enhancements, automated workflows, and new capabilities.
• Partner with Product Owner, Architect, and Lead Engineers to ensure stability and strategic value delivery.

CMDB & ITOM Optimization

• Monitor and improve CMDB data health and compliance.
• Develop dashboards and reporting to drive remediation.
• Enhance ITOM visibility, health, and automated discovery/mapping.
• Improve user workflows and overall platform efficiency.

Performance Monitoring & Continuous Improvement

• Conduct proactive and reactive performance monitoring.
• Identify risks and improvement opportunities.
• Provide trend reporting and advisory insights.
• Promote best practices and continuous development standards.

Governance, Risk & Control

• Ensure compliance with governance frameworks and technical standards.
• Manage risks related to upgrades, changes, and platform stability.
• Maintain documentation and process standards.
• Contribute to governance, risk, and control enhancements.

Core Focus of the Role

• ServiceNow ITOM & CMDB lifecycle management
• Platform stability and SLA delivery
• Automation and workflow optimization
• Data quality and CMDB health
• Continuous improvement and governance

Preferred Experience and Qualification

• 3 or more years ServiceNow Product experience specializing in ITOM Products
• 3 or more years ServiceNow Product experience specializing in Core CMDB Products and integration capabilities
• 2 or more years ServiceNow Product experience in ServiceNow ITSM Products
• 2 or more years ITIL or similar IT Service Management framework experience with focus on Configuration Management and Operational Support
• 2 or more years IT Support experience of IT Platforms
• 1 or more years Hardware- & Software Asset Management
• BSc in Information Technology or equivalent diploma advantageous
• ServiceNow Certified Administrator (CSA)
• ITIL Foundation
• ITIL Operational Support and Analysis
• ITIL Release Control and Validation

Knowledge and Skills

• ServiceNow ITOM Visibility (Discovery & Mapping)
• ServiceNow ITOM Health (Event Management Implementation and Integration)
• ServiceNow Product Fundamentals
• ServiceNow Performance Analytics and Reporting
• ServiceNow Common Service Data Model
• ServiceNow CMDB Implementation
• ServiceNow License Subscription Management

• Maintain platform stability, performance, and SLA compliance.
• Manage upgrades, patches, system clones, releases, and maintenance.
• Support incident resolution, major incidents, and disaster recovery.
• Oversee ITOM Discovery, MID Servers, integrations, and CMDB data quality.
• Implement configurations, enhancements, automated workflows, and new capabilities.
• Partner with Product Owner, Architect, and Lead Engineers to ensure stability and strategic value delivery.
• Monitor and improve CMDB data health and compliance.
• Develop dashboards and reporting to drive remediation.
• Enhance ITOM visibility, health, and automated discovery/mapping.
• Improve user workflows and overall platform efficiency.
• Conduct proactive and reactive performance monitoring.
• Identify risks and improvement opportunities.
• Provide trend reporting and advisory insights.
• Promote best practices and continuous development standards.
• Ensure compliance with governance frameworks and technical standards.
• Manage risks related to upgrades, changes, and platform stability.
• Maintain documentation and process standards.
• Contribute to governance, risk, and control enhancements.

• ServiceNow ITOM Visibility (Discovery & Mapping)
• ServiceNow ITOM Health (Event Management Implementation and Integration)
• ServiceNow Product Fundamentals
• ServiceNow Performance Analytics and Reporting
• ServiceNow Common Service Data Model
• ServiceNow CMDB Implementation
• ServiceNow License Subscription Management

• 3 or more years ServiceNow Product experience specializing in ITOM Products
• 3 or more years ServiceNow Product experience specializing in Core CMDB Products and integration capabilities
• 2 or more years ServiceNow Product experience in ServiceNow ITSM Products
• 2 or more years ITIL or similar IT Service Management framework experience with focus on Configuration Management and Operational Support
• 2 or more years IT Support experience of IT Platforms
• 1 or more years Hardware- & Software Asset Management
• BSc in Information Technology or equivalent diploma advantageous
• ServiceNow Certified Administrator (CSA)
• ITIL Foundation
• ITIL Operational Support and Analysis
• ITIL Release Control and Validation