IT Service Management

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Market Director, Information Technology & Services | Healthcare IT | Lake Havasu City, AZ

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Market Director, Information Technology & Services

📍 Location: Lake Havasu City, Arizona 86403
🏥 Work Arrangement: 100% Onsite
💼 Employment Type: Full-Time, Permanent
📈 Experience Level: Senior Leadership
👤 Reports To: Chief Financial Officer
💰 Base Salary: $101,000–$136,000
🕒 Typical Hours: Monday–Friday, 8:00 AM–5:00 PM
✈️ Travel: Regular Overnight Travel—Potentially Up to 50%
🚚 Relocation Assistance: Not Available
💵 Sign-On Bonus: Not Available
🚫 Visa Sponsorship: Not Available

Lead Technology That Directly Supports Patient Care

A regional healthcare organization is seeking an experienced Market Director of Information Technology & Services to provide strategic and operational technology leadership across its hospital and assigned market facilities.

Reporting to the Chief Financial Officer, this senior leadership position will oversee hospital IT operations, enterprise applications, infrastructure, cybersecurity, technology support and service delivery. The Director will ensure clinical and business systems remain reliable, secure and aligned with organizational strategy, regulatory requirements and patient-care priorities.

This is a highly visible, onsite leadership opportunity for an experienced healthcare IT professional who can connect clinical, operational and enterprise teams while delivering secure, dependable and cost-effective technology services.

Key Responsibilities

Strategic IT Leadership

  • Provide strategic leadership and oversight for Information Technology and Services across the assigned healthcare market.

  • Develop and execute a market-level IT strategy aligned with facility and enterprise priorities.

  • Serve as the primary liaison between hospital leadership, market stakeholders and enterprise IT.

  • Ensure local technology requirements are represented during enterprise planning and governance.

  • Translate enterprise technology strategies into effective facility-level implementation plans.

  • Advise executive leadership on technology risks, priorities, investments and emerging opportunities.

  • Contribute to enterprise governance councils and the development of technology, cybersecurity and data-governance standards.

Hospital IT Operations

  • Oversee day-to-day IT operations across assigned facilities.

  • Maintain the reliability, availability and performance of clinical and business systems.

  • Provide leadership across:

    • Hospital applications

    • Electronic Health Record systems

    • Infrastructure and network services

    • Cybersecurity

    • End-user support

    • Data and reporting systems

    • Connected clinical technologies

  • Ensure IT service-management, incident-response and change-management processes are consistently followed.

  • Monitor system performance, service levels and recurring operational issues.

  • Coordinate the response to major incidents and technology disruptions.

  • Identify and address technical debt affecting the market’s systems and data-center environment.

Clinical and Operational Partnership

  • Build trusted relationships with hospital executives, clinical leaders, physicians, nursing teams and operational departments.

  • Ensure technology solutions support patient care, clinical workflows and business operations.

  • Gather and prioritize technology needs across departments and facilities.

  • Translate clinical and operational requirements into practical technology solutions.

  • Help teams understand the operational impact of proposed technology changes.

  • Maintain strong communication during implementations, disruptions and organizational change.

EHR and Enterprise Applications

  • Oversee the reliable operation and support of Electronic Health Record and related clinical systems.

  • Lead or support EHR upgrades, implementations and optimization initiatives.

  • Coordinate with enterprise application teams and facility stakeholders to address workflow and system issues.

  • Support application testing, training, implementation and adoption.

  • Ensure clinical applications meet operational, cybersecurity and regulatory requirements.

  • Identify opportunities to improve clinical efficiency and patient-care outcomes through technology.

Cybersecurity and Regulatory Compliance

  • Implement and enforce enterprise cybersecurity policies and technology standards.

  • Protect clinical, patient, operational and financial information.

  • Ensure compliance with applicable healthcare technology and privacy requirements, including HIPAA and HITECH.

  • Participate in technology audits, regulatory inspections and accreditation activities.

  • Support cybersecurity assessments, incident-response activities and risk-remediation initiatives.

  • Promote secure technology practices across clinical and administrative teams.

  • Partner with enterprise cybersecurity leadership to address vulnerabilities and emerging threats.

Project and Change Management

  • Lead and support enterprise technology initiatives across assigned facilities.

  • Manage projects involving EHR upgrades, cybersecurity, digital transformation, infrastructure and technical-debt reduction.

  • Establish clear project plans, responsibilities, timelines and success measures.

  • Coordinate internal teams, enterprise resources, facility stakeholders and external partners.

  • Champion structured change management and effective communication.

  • Ensure staff receive appropriate training and support before new technology is introduced.

  • Monitor adoption and address barriers following implementation.

Financial and Vendor Management

  • Collaborate with Finance and executive leadership to develop and manage technology priorities.

  • Support IT budgeting, forecasting and financial planning.

  • Ensure technology investments align with organizational and patient-care objectives.

  • Identify opportunities for cost reduction, operational efficiency and revenue improvement.

  • Manage external vendors and technology partners in accordance with enterprise procurement requirements.

  • Monitor vendor performance, service delivery, contractual obligations and escalations.

  • Evaluate proposed technology investments based on value, risk and operational need.

Team Leadership and Development

  • Lead, mentor and develop the market’s IT professionals.

  • Establish clear performance expectations and promote accountability.

  • Support workforce planning, succession management and employee engagement.

  • Identify professional-development and technical-training opportunities.

  • Build a collaborative team culture focused on service, continuous learning and operational excellence.

  • Ensure the team remains responsive to the needs of clinical and business stakeholders.

Performance Improvement and Innovation

  • Drive continuous improvement across IT operations and service delivery.

  • Use performance data, benchmarks and service metrics to identify improvement opportunities.

  • Promote practical innovation that advances patient care, operational efficiency and information security.

  • Evaluate emerging healthcare technologies and their potential value.

  • Develop measurable plans to improve system availability, response times, user satisfaction and operational performance.

  • Support data-informed decision-making across hospital and market leadership.

Required Qualifications

Candidates must possess one of the following:

  • Bachelor’s degree in Computer Science, Information Systems, Business or a related discipline; or

  • At least seven years of directly relevant professional experience in place of a bachelor’s degree.

Additional requirements include:

  • At least five years of progressive IT management experience.

  • At least three years of experience within healthcare and a multi-site or enterprise environment.

  • Demonstrated ability to collaborate across clinical, operational and enterprise teams.

  • Strong leadership, communication and relationship-building capabilities.

  • Experience managing technology staff, priorities and service delivery.

  • Ability to work onsite in Lake Havasu City, Arizona.

  • Willingness and ability to undertake overnight travel, potentially up to 50%.

  • Current authorization to work in the United States without employer sponsorship.

Preferred Qualifications

  • Direct experience leading hospital IT operations.

  • Experience supporting multiple hospitals or healthcare facilities.

  • Strong knowledge of Electronic Health Record systems and clinical applications.

  • Experience with healthcare infrastructure, cybersecurity and data protection.

  • Knowledge of HIPAA, HITECH and related healthcare regulatory requirements.

  • Experience participating in hospital audits, inspections or accreditation activities.

  • Technology project and change-management experience.

  • Experience with EHR upgrades, digital transformation or clinical technology implementations.

  • Experience managing IT budgets and technology investments.

  • Strong vendor and contract-management experience.

  • Experience developing and mentoring IT professionals.

  • Knowledge of healthcare IT best practices and emerging technology trends.

  • Experience using performance metrics and analytics to improve IT service delivery.

The Ideal Candidate

The strongest candidate will be able to demonstrate:

  • Successful leadership of IT operations within a hospital or healthcare system.

  • Experience supporting a complex, multi-site or enterprise technology environment.

  • Strong understanding of the connection between technology and patient care.

  • Direct involvement with EHR systems, cybersecurity and regulatory compliance.

  • The ability to communicate effectively with clinical teams, hospital executives and enterprise IT leaders.

  • Examples of improving system availability, service delivery or stakeholder satisfaction.

  • Successful delivery of complex healthcare technology projects.

  • Experience managing budgets, vendors and competing operational priorities.

  • A collaborative and service-focused leadership style.

  • The ability to remain calm, organized and decisive during major incidents or technology disruption.

Work Environment

This position is based onsite within an active hospital environment. The successful candidate will work in clinical and office settings and may encounter the standard environmental conditions associated with healthcare facilities.

Normal business hours are generally Monday through Friday, from 8:00 AM to 5:00 PM. However, availability outside standard hours may occasionally be required based on operational needs, system incidents or project activity.

Regular travel between facilities and occasional overnight travel by land or air should be expected.

Benefits

The organization offers a comprehensive benefits package that may include:

  • Medical insurance

  • Dental insurance

  • Vision insurance

  • Life insurance

  • Accident and critical-illness coverage

  • Hospital-indemnity insurance

  • Short- and long-term disability coverage

  • Paid family leave

  • Paid time off

  • Retirement plan with employer contribution or match

  • Tuition and professional-certification assistance

  • Student-loan assistance

  • Mental, physical and financial wellness programs

  • Virtual-care and mental-health resources

  • Professional-development and career-advancement opportunities

Interview Process

The anticipated selection process includes:

  1. An initial 10-minute screening call.

  2. A Microsoft Teams interview with divisional IT leadership.

  3. A Microsoft Teams interview with hospital leadership.

  4. An onsite meeting with senior executives, department directors and IT staff.

Equal Opportunity

The organization is an Equal Opportunity Employer and considers qualified applicants without discrimination based on any status protected under applicable federal, state or local law.

 

Telecommunications Specialist – RingCentral | Boston, MA

Telecommunications Specialist – RingCentral

Virtual Hiring Event

📍 Location: Boston, Massachusetts 02118
🏥 Work Arrangement: Onsite
💼 Employment Type: Full-Time, Permanent
📈 Experience Level: Mid-Level
💰 Base Salary: $80,000–$95,000
✈️ Travel: Up to 20%
🚚 Relocation Assistance: Not Available
🚫 Visa Sponsorship: Not Available

Support Enterprise Voice Services Across a Major Healthcare Network

A large, mission-driven healthcare organization is seeking an experienced Telecommunications Specialist to support voice and collaboration services across multiple hospital campuses, administrative operations and approximately 45 community clinics.

This is a hands-on enterprise telecommunications position with primary responsibility for administering and supporting a large-scale RingCentral environment serving more than 3,000 unified communications users and over 500 contact-centre agents.

The successful candidate will have direct RingCentral administration and support experience, strong knowledge of enterprise voice technologies and the ability to troubleshoot complex issues across cloud, on-premises and hybrid telecommunications environments.

Candidates without hands-on RingCentral experience cannot be considered for this opportunity.

Key Responsibilities

RingCentral Administration

  • Administer and support an enterprise RingCentral cloud voice environment.

  • Support more than 3,000 RingCentral EX unified communications users.

  • Support over 500 contact-centre agents and associated call flows.

  • Configure and maintain:

    • User accounts and extensions

    • Call queues and hunt groups

    • Dial plans and call routing

    • Voicemail services

    • Auto attendants

    • Contact-centre workflows

    • Softphone and hardphone deployments

    • Peripheral voice applications and plug-ins

  • Support RingCentral softphones integrated with Microsoft Teams and WebRTC.

  • Configure and troubleshoot Yealink and Poly desk phones.

  • Support PRI and analog gateway connectivity.

  • Manage moves, additions and changes across the voice environment.

  • Monitor platform performance and proactively address service issues.

Contact-Centre and Call-Flow Support

  • Support contact-centre technologies and complex clinical or administrative call flows.

  • Develop and maintain NICE CXone Studio scripts.

  • Troubleshoot call routing, queue behaviour, agent functionality and system integrations.

  • Support call-recording platforms and associated compliance requirements.

  • Analyse call-flow issues and implement changes that improve caller and agent experiences.

  • Maintain accurate documentation for contact-centre configurations and workflows.

Cisco Voice Environment

Provide secondary support for Cisco voice technologies, including:

  • Cisco Unified Communications Manager

  • Cisco Unity Connection

  • Auto-attendant menus

  • Cisco Emergency Responder

  • Cisco VG310, VG320 and VG350 analog gateways

  • Cisco ISR and ASR voice gateways

  • SIP trunks

  • FXO and FXS analog integrations

  • Survivable Remote Site Telephony

  • Enterprise voice-resiliency features

  • Eleveo call-recording technology

Avaya Environment

Maintain working familiarity with legacy Avaya technologies, including:

  • Avaya Communication Manager

  • System Manager

  • Session Manager

  • Aura Messaging and Conferencing

  • Call Management System

  • VeraSMART call accounting

  • Virtual Observer call recording

  • G430 and G450 media gateways

  • G650 cabinets and cards

Voice Infrastructure and Integrations

  • Design, evaluate and maintain cloud and on-premises telecommunications technologies.

  • Support VoIP, TDM, analog, voicemail, conference-calling and call-recording services.

  • Troubleshoot integrations with:

    • SPOK paging

    • Overhead paging

    • Interactive voice response systems

    • Call-recording platforms

    • Contact-centre applications

    • Microsoft Teams

    • Clinical and administrative voice applications

  • Maintain and optimize call routing, dial plans, IP schemas and quality-of-service configurations.

  • Perform and schedule regular system backups.

  • Support telecommunications system patching, version control and hardware or software refreshes.

Troubleshooting and Incident Resolution

  • Serve as a primary escalation point for complex telecommunications incidents.

  • Diagnose voice, video and collaboration issues across enterprise environments.

  • Use tools such as Wireshark, SolarWinds and TraceSBC to investigate network and voice-quality problems.

  • Work daily ServiceNow tickets supporting clinical and administrative users.

  • Respond quickly to critical incidents where service restoration is time-sensitive.

  • Perform root-cause analysis and document permanent resolutions.

  • Communicate progress, service impact and resolution plans to management and affected stakeholders.

Projects and Change Management

  • Participate in voice-infrastructure upgrades, migrations and new-site deployments.

  • Support RingCentral, Cisco and associated telecommunications projects.

  • Coordinate with external vendors on complex installations, maintenance and upgrades.

  • Support voice and data network technologies including SIP, PRI, LAN/WAN and POTS.

  • Work around project deadlines, clinical priorities and operational change windows.

  • Ensure changes are documented, tested and implemented without adversely affecting connected systems.

Collaboration and Technical Leadership

  • Collaborate with Network, Information Security, Service Desk, Data Centre, PMO, IT leadership and contact-centre teams.

  • Ensure voice services are secure, scalable, resilient and appropriately integrated.

  • Support telecom-related projects involving complex call flows and multiple technical teams.

  • Mentor junior telecommunications analysts.

  • Provide technical and administrative training to end users and internal IT staff.

  • Maintain detailed standard operating procedures and configuration documentation.

  • Communicate project and operational progress during staff meetings and as required.

Required Qualifications

  • Direct, hands-on RingCentral administration and support experience.

  • Bachelor of Science degree in Computer Science or a related discipline with at least five years of telecommunications and IT network-systems experience; or an equivalent combination of formal education and professional experience.

  • Progressive experience supporting enterprise telecommunications and network systems.

  • Experience supporting cloud and on-premises voice environments.

  • Knowledge of call routing, dial plans, voicemail, hunt groups and auto attendants.

  • Experience troubleshooting complex voice and collaboration issues.

  • Familiarity with Avaya Communication Manager, System Manager, Session Manager, Aura Messaging and Conferencing, CMS, call accounting, call recording and Avaya media gateways.

  • Strong written and verbal English communication skills.

  • Excellent customer-service and interpersonal capabilities.

  • Ability to organise competing priorities, manage several tasks and meet deadlines.

  • Systematic and logical troubleshooting skills.

  • Ability to work effectively with clinical, administrative, technical and vendor stakeholders.

  • Ability to work onsite in Boston and travel up to 20%.

  • Current authorization to work in the United States without employer sponsorship.

Preferred Qualifications

  • Experience administering RingCentral EX at enterprise scale.

  • RingCentral contact-centre or NICE CXone experience.

  • NICE CXone Studio scripting experience.

  • Experience integrating RingCentral with Microsoft Teams or WebRTC.

  • Cisco Unified Communications Manager and Unity Connection experience.

  • Experience with Cisco voice gateways, SIP trunks, analog lines and SRST.

  • Avaya enterprise voice-system experience.

  • Healthcare telecommunications experience.

  • Experience supporting voice services across multiple hospitals, clinics or enterprise locations.

  • ServiceNow incident and request-management experience.

  • Knowledge of Wireshark, SolarWinds or TraceSBC.

  • Experience with SPOK paging, overhead paging, IVR or call-recording platforms.

  • CCNA or Cisco voice-focused certification.

  • Avaya Certified Support Specialist or Implementation Specialist certification.

The Ideal Candidate

The strongest candidate will be able to demonstrate:

  • Recent, hands-on RingCentral administration experience.

  • Support of a large enterprise user population.

  • Experience with contact-centre agents and complex call flows.

  • Successful resolution of difficult voice-quality, routing or platform incidents.

  • Knowledge of both cloud and traditional telecommunications environments.

  • Experience supporting RingCentral as the primary platform, with Cisco and Avaya as secondary technologies.

  • Strong documentation, training and stakeholder-communication skills.

  • The ability to remain calm and responsive when voice services affect clinical or business operations.

  • Experience serving as an escalation point and mentoring junior analysts.

Benefits

The organization offers a comprehensive benefits package that may include:

  • Medical insurance

  • Dental insurance

  • Vision insurance

  • Life insurance

  • Retirement benefits

  • Paid time off

  • Employee wellness and assistance programs

  • Professional-development opportunities

  • Additional organization-sponsored benefits

Interview Process

The anticipated selection process includes:

  1. Initial screening.

  2. Interview with the hiring manager.

  3. Interview with the wider telecommunications team.

Equal Opportunity

The organization is an Equal Opportunity Employer and considers qualified applicants without discrimination based on any status protected under applicable federal, state or local law.

 

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ServiceNow Tech Lead / Principal Consultant (FSO) – Financial Services, CSM, IRM | Fully Remote

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Tech Lead / Principal Consultant – ServiceNow (FSO)

📍 Location: Fully Remote
💼 Employment Type: Full-Time
🎓 Education: Bachelor’s Degree required (Computer Science or related)
📈 Experience Level: Mid-Senior
🕒 Experience Required: 10–15+ years
✈️ Travel: None
🌎 Visa Sponsorship: Not available

Role Overview

We are seeking an experienced ServiceNow Tech Lead / Principal Consultant with strong expertise in Financial Services Operations (FSO) to lead enterprise-level implementations.

This is a hands-on technical leadership role, responsible for driving solution architecture, design, and delivery while mentoring development teams and collaborating closely with enterprise stakeholders.

Key Responsibilities

Technical Leadership & Architecture

  • Act as the technical owner for ServiceNow implementations

  • Lead architecture, design, and delivery of FSO-based solutions

  • Translate business requirements into scalable technical solutions

  • Provide guidance on enterprise architecture and platform best practices

ServiceNow Development & Implementation

  • Lead end-to-end implementation and customization of ServiceNow solutions

  • Develop and configure:

    • Business Rules

    • Script Includes

    • UI Actions, UI Policies, Client Scripts

  • Build integrations using:

    • REST/SOAP APIs

  • Work across ServiceNow modules including:

    • FSO, CSM, CMDB, CSDM

Financial Services Operations (FSO)

  • Design and implement solutions aligned with financial services data models

  • Deliver capabilities across:

    • Dispute management

    • Customer lifecycle management

    • Payments, cards, and loan operations

    • Treasury and claims processing

  • Lead FSO solution architecture and configuration

Agile Delivery & Stakeholder Engagement

  • Work within Agile/Scrum environments (sprint planning, demos, delivery cycles)

  • Collaborate with:

    • Enterprise architecture teams

    • Business stakeholders

    • Development teams

  • Lead requirements gathering and solution workshops

Integration & Platform Management

  • Design and manage integrations with external systems

  • Ensure platform performance, scalability, and compliance

  • Support code reviews, deployment, and environment management

Governance, Risk & Compliance (IRM)

  • Contribute to IRM (Integrated Risk Management) architecture and implementation

  • Support:

    • Risk and compliance modules

    • Vendor risk management

  • Ensure alignment with regulatory frameworks (e.g., GDPR, ISO)

Required Qualifications

  • 10+ years of experience in ServiceNow development and architecture

  • Strong hands-on experience with:

    • ServiceNow FSO (Financial Services Operations)

    • Customer Service Management (CSM)

  • Proven experience leading enterprise ServiceNow implementations

  • Expertise in:

    • JavaScript, HTML, CSS, XML

    • ServiceNow APIs and scripting

  • Strong understanding of:

    • CSDM, CMDB, and data models

    • ITIL and service management frameworks

Certifications (Required / Preferred)

  • ServiceNow Certified System Administrator (CSA)

  • ServiceNow Certified Implementation Specialist (FSO / IRM / Risk / Vendor Risk)

  • IRM (Integrated Risk Management) experience and certification preferred

Technical Skills

  • ServiceNow platform architecture and customization

  • REST/SOAP integrations

  • Agile/Scrum delivery methodologies

  • Scripting (JavaScript, AJAX, JSON, AngularJS)

  • Enterprise architecture and solution design

Key Competencies

  • Strong technical leadership and mentoring ability

  • Excellent client-facing and communication skills

  • Advanced analytical and problem-solving capability

  • Ability to manage multiple priorities in complex environments

  • Strong collaboration across distributed/global teams

Ideal Candidate

The ideal candidate will:

  • Have deep expertise in ServiceNow FSO implementations within financial services

  • Be a hands-on architect and technical leader

  • Have experience working on large-scale enterprise transformations

  • Be comfortable leading client-facing engagements

  • Demonstrate strong knowledge of risk, compliance, and governance frameworks

Additional Information

  • Fully remote role

  • Opportunity to work on large-scale digital transformation initiatives

  • Exposure to AI-driven and enterprise platform solutions

 

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ServiceNow Developer – ITSM / Platform Development | Abu Dhabi

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Job Title: ServiceNow Developer

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a growing ServiceNow Partner delivering digital transformation programmes across the Middle East. As we expand our UAE practice, we are building a strong delivery team to support enterprise and public sector customers.

We are looking for a capable and motivated ServiceNow Developer to support the design, configuration, and implementation of scalable platform solutions.

Role Summary

The ServiceNow Developer will work as part of a delivery team to configure and develop solutions across the ServiceNow platform. You will translate functional requirements into technical configurations, support integrations, and ensure solutions follow best practice.

This is a hands-on role suited to a developer with solid ServiceNow experience who is looking to grow within a structured consulting environment.

Key Responsibilities

  • Configure and develop solutions across modules such as ITSM, ITOM, ITAM, CSM, or HRSD.

  • Build workflows, business rules, client scripts, UI policies, forms, and catalog items.

  • Support integrations using REST, SOAP, and MID Servers.

  • Assist with CMDB configuration and data management where required.

  • Participate in testing, defect resolution, and deployment activities.

  • Support platform upgrades and ongoing enhancements.

  • Work closely with senior developers, architects, and business analysts to deliver high-quality solutions.

  • Produce clear technical documentation and configuration notes.

Experience Required

  • 2–5+ years of hands-on ServiceNow development experience.

  • Strong understanding of platform configuration and scripting fundamentals (JavaScript, Glide APIs).

  • Experience working within at least one core ServiceNow module (ITSM preferred).

  • Exposure to integrations and basic CMDB concepts.

  • Experience working in Agile or structured delivery environments.

Skills & Capabilities

  • Strong problem-solving and troubleshooting skills.

  • Good understanding of ServiceNow development best practices.

  • Ability to work collaboratively within delivery teams.

  • Structured and quality-focused mindset.

  • Willingness to learn and progress toward senior or specialist roles.

Certifications (Preferred)

  • ServiceNow Certified System Administrator (CSA)

  • ServiceNow Certified Application Developer (CAD) (desirable)

  • ITIL Foundation (advantageous)

Why Join Kaptius

  • Competitive, tax-free compensation.

  • Exposure to enterprise-scale ServiceNow programmes.

  • Clear career progression to Senior Developer, Technical Lead, or Architect.

  • Opportunity to be part of a growing ServiceNow practice in Abu Dhabi.

 

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ServiceNow Business Process Analyst – ITSM / Digital Transformation | Abu Dhabi

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Job Title: ServiceNow Business Process Analyst

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a fast-growing ServiceNow Partner delivering enterprise-scale digital transformation programmes across the Middle East. We work closely with public sector and enterprise customers to design, implement, and optimise ServiceNow solutions that drive real business outcomes.

As our UAE practice continues to grow, we are looking for an experienced ServiceNow Business Process Analyst to support complex, customer-facing programmes in Abu Dhabi.

Role Summary

The ServiceNow Business Process Analyst plays a critical role in bridging business requirements and ServiceNow platform delivery. You will work closely with customer stakeholders, architects, and delivery teams to understand current-state processes, define future-state operating models, and translate requirements into clear functional designs aligned to ServiceNow best practice.

This role is well suited to a functional consultant or business analyst with strong ServiceNow experience who enjoys stakeholder engagement, workshop facilitation, and shaping solutions that drive adoption and long-term value.

Key Responsibilities

  • Lead requirements gathering and process discovery workshops with business and IT stakeholders.

  • Analyse as-is and to-be processes across ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or GRC.

  • Translate business needs into functional requirements, user stories, and acceptance criteria.

  • Work closely with architects and developers to ensure requirements are feasible, aligned to platform best practice, and delivered correctly.

  • Support solution design reviews, validating that configurations meet business outcomes.

  • Lead or support UAT planning, execution, and defect management.

  • Assist with change management and adoption activities, including documentation and knowledge transfer.

  • Contribute to process governance, standards, and continuous improvement initiatives.

  • Support pre-sales and discovery activities where functional input is required.

Experience Required

  • Proven experience as a Business Process Analyst or Functional Consultant on ServiceNow programmes.

  • Hands-on functional experience across one or more ServiceNow modules (ITSM, ITOM, HRSD, CSM, GRC, ITBM).

  • Strong background in process analysis, requirements definition, and stakeholder engagement.

  • Experience working in consulting or enterprise environments, ideally on large-scale transformation initiatives.

  • Familiarity with Agile delivery and ITIL-aligned service management practices.

  • Experience supporting UAT and post-go-live adoption activities.

Skills & Capabilities

  • Strong understanding of ServiceNow functional capabilities and how they support business processes.

  • Excellent workshop facilitation and communication skills.

  • Ability to translate complex business requirements into clear, structured documentation.

  • Comfortable working with senior stakeholders and cross-functional delivery teams.

  • Analytical, detail-oriented, and outcome-focused mindset.

Certifications (Preferred)

  • ServiceNow Certified System Administrator (CSA)

  • ServiceNow Certified Implementation Specialist (any module)

  • ITIL or Agile certifications (advantageous but not mandatory)

Why Join Kaptius

  • Join a growing ServiceNow Partner with a strong Middle East presence.

  • Work on high-impact enterprise and public sector programmes.

  • Competitive, tax-free compensation aligned to experience.

  • Opportunity to grow into Lead Functional, Product Owner, or Transformation roles.

 

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Senior ServiceNow Developer – Enterprise Platform Engineering | Abu Dhabi

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Job Title: Senior ServiceNow Developer

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a fast-growing ServiceNow Partner delivering complex digital transformation programmes across the Middle East. As we expand our UAE practice, we are strengthening our engineering capability to support enterprise-scale ServiceNow implementations.

We are looking for an experienced Senior ServiceNow Developer who combines strong technical expertise with delivery leadership and the ability to build scalable, high-quality platform solutions.

Role Summary

The Senior ServiceNow Developer will design, configure, and develop solutions across the ServiceNow platform, ensuring implementations are secure, scalable, and aligned to best practice.

You will work closely with architects, business analysts, and client stakeholders to translate functional requirements into robust technical solutions. This role also provides technical guidance to junior developers and supports code quality and governance across projects.

This is a hands-on role suited to someone comfortable working across multiple modules and complex enterprise integrations.

Key Responsibilities

  • Design and develop solutions across ServiceNow modules such as ITSM, ITOM, ITAM, CSM, HRSD, and custom applications.

  • Configure workflows, business rules, client scripts, UI policies, Flow Designer, and integrations.

  • Develop and maintain custom scoped applications and reusable components.

  • Build and support integrations using REST, SOAP, and MID Server architecture.

  • Participate in code reviews, design reviews, and technical governance forums.

  • Collaborate with architects and BAs to validate solution feasibility and scalability.

  • Troubleshoot complex platform issues and optimise performance.

  • Support upgrades, patching, and platform enhancements.

  • Mentor junior developers and contribute to knowledge sharing within the team.

Experience Required

  • Strong hands-on experience as a ServiceNow Developer in enterprise or consulting environments.

  • Proven experience delivering across multiple ServiceNow modules.

  • Strong scripting experience (JavaScript, Glide APIs, Flow Designer).

  • Experience with integrations and external system connectivity.

  • Exposure to ITOM, CMDB, or ITAM implementations is highly desirable.

  • Experience working in Agile delivery environments.

Skills & Capabilities

  • Deep understanding of ServiceNow configuration and development best practices.

  • Ability to design scalable, supportable technical solutions.

  • Strong troubleshooting and analytical skills.

  • Good communication skills and ability to work directly with stakeholders.

  • Structured, quality-focused approach to development.

Certifications (Preferred)

  • ServiceNow Certified System Administrator (CSA)

  • ServiceNow Certified Application Developer (CAD)

  • Relevant CIS certifications (ITSM, ITOM, ITAM, etc.)

  • ITIL certification (advantageous)

Why Join Kaptius

  • Work on complex, enterprise-scale ServiceNow programmes in Abu Dhabi.

  • Competitive, tax-free compensation.

  • Clear progression into Technical Lead or Architect roles.

  • Join a growing, high-performing ServiceNow practice in the Middle East.

 

ITSM Business Process Consultant & ITOM Specialist | ServiceNow | Riyadh, Saudi Arabia

ITSM Business Process Consultant

Location: Riyadh, Saudi Arabia (Onsite)
Type: Full-time, 40 hours per week
Start Date: ASAP
Duration: Approx. 500 hours of project effort

About the Role:

We are looking for a skilled ITSM Business Process Consultant to lead the unification and optimization of IT Service Management processes across multiple business units. The role focuses on aligning and standardizing key ITSM processes—Incident, Problem, Request, Change, and related areas—to ensure consistency, efficiency, and service excellence within a large enterprise environment.

Key Responsibilities:

  • Lead the analysis, design, and unification of ITSM processes across different teams and systems.

  • Work closely with stakeholders to assess current processes, identify gaps, and design a unified operating model.

  • Implement and configure ITSM workflows (e.g., Incident, Problem, Request) within ServiceNow or equivalent ITSM platforms.

  • Ensure alignment with ITIL best practices and organizational policies.

  • Develop process documentation, SOPs, and training materials to support adoption.

  • Collaborate with technical teams to validate that process design aligns with system capabilities.

  • Drive stakeholder buy-in and change management throughout the transformation process.

Required Skills & Experience:

  • Proven experience in ITSM process design, optimization, and implementation.

  • Hands-on expertise with ServiceNow ITSM or similar enterprise ITSM tools.

  • Strong understanding of ITIL v4 framework and best practices.

  • Experience leading cross-functional workshops and engaging stakeholders at all levels.

  • Excellent analytical, documentation, and communication skills.

Preferred Qualifications:

  • ITIL v4 Foundation or Intermediate Certification.

  • Experience in process unification or transformation projects within large enterprises.

  • Exposure to government or regulated industry environments.

  • ServiceNow Certified Implementation Specialist (CIS – ITSM) certification is a plus.

ITOM Specialist (Event Management Implementation)

Location: Riyadh, Saudi Arabia (Onsite)
Type: Full-time, 40 hours per week
Start Date: ASAP
Duration: Approx. 500 hours of project effort

About the Role:

We are seeking an experienced ITOM Specialist (ServiceNow Technical Consultant) to lead a hands-on Event Management implementation project, focusing particularly on data segregation and best practices in IT Operations Management. This is a full-time, onsite role based in Riyadh, ideal for a technically strong consultant who thrives in complex enterprise environments.

Key Responsibilities:

  • Lead and execute the implementation of ServiceNow ITOM Event Management, including integrations, configurations, and customization.

  • Design and implement data segregation strategies to ensure security and compliance within multi-tenant or multi-business unit environments.

  • Collaborate with stakeholders to gather requirements, define use cases, and align implementation with business goals.

  • Configure event rules, alert correlation, and monitoring integrations with third-party tools.

  • Support discovery and service mapping initiatives to enhance operational visibility.

  • Provide documentation, knowledge transfer, and technical mentoring as needed.

Required Skills & Experience:

  • Proven hands-on experience with ServiceNow ITOM, particularly Event Management.

  • Strong understanding of data segregation, CMDB, and event correlation concepts.

  • Experience integrating monitoring tools (e.g., SolarWinds, SCOM, Zabbix, or Dynatrace) with ServiceNow.

  • Solid grasp of ServiceNow architecture, MID Servers, and CMDB relationships.

  • Ability to work independently and deliver results in a fast-paced environment.

  • Excellent communication and stakeholder management skills.

Preferred Qualifications:

  • ServiceNow Certified Implementation Specialist (CIS-ITOM) or similar certification.

  • Experience in large-scale enterprise environments or managed services.

  • Prior exposure to projects in regulated or government sectors.

 

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