ServiceNow Specialist ITOM Support Engineer (KE) at Absa Bank

Empowering Africa’s tomorrow, together…one story at a time.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job Summary

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

Education