Senior ServiceNow Discovery & CMDB Implementer – ITOM | Abu Dhabi

Job Title: Senior Discovery & CMDB Implementer

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. As part of our UAE expansion, we are strengthening our ITOM and CMDB capability to support complex customer environments.

We are looking for a highly capable Senior Discovery & CMDB Implementer to lead the design, configuration, and optimisation of ServiceNow Discovery and CMDB solutions for large enterprise clients.

Role Summary

The Senior Discovery & CMDB Implementer will take ownership of ServiceNow Discovery, Service Mapping, and CMDB governance, ensuring accurate configuration data, strong data integrity, and alignment with CSDM best practice.

You will work closely with architects, ITOM consultants, infrastructure teams, and business stakeholders to design scalable CMDB models, improve data quality, and enable reliable impact analysis and operational visibility.

This is a hands-on, delivery-focused role suited to someone who combines strong technical capability with structured governance and stakeholder engagement.

Key Responsibilities

• Lead implementation and optimisation of ServiceNow Discovery and Service Mapping.

• Design and maintain a scalable, CSDM-aligned CMDB data model.

• Configure Discovery schedules, patterns, probes, sensors, and MID Servers.

• Ensure high CMDB data quality, including CI classification, relationships, and lifecycle integrity.

• Perform CMDB health assessments and implement remediation strategies.

• Integrate ServiceNow with monitoring, cloud, and infrastructure systems.

• Collaborate with infrastructure and operations teams to validate discovered data.

• Support ITOM capabilities including Event Management and Operational Intelligence.

• Provide technical documentation and knowledge transfer to internal teams.

• Contribute to governance forums and best-practice standards.

Experience Required

• Strong hands-on experience implementing ServiceNow Discovery and CMDB in enterprise environments.

• Proven experience working with CSDM frameworks and CI governance.

• Experience configuring MID Servers, sensors, patterns, and integrations.

• Exposure to hybrid and multi-cloud environments (Azure, AWS, on-prem).

• Experience working in consulting or partner-led delivery environments.

• Ability to lead workshops and engage technical stakeholders confidently.

Skills & Capabilities

• Deep understanding of CMDB architecture, relationships, and reconciliation logic (IRE).

• Strong technical troubleshooting and performance optimisation skills.

• Solid understanding of integration technologies (REST, web services).

• Strong analytical mindset with a focus on data quality and governance.

• Clear communication skills, able to explain technical concepts to non-technical audiences.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Implementation Specialist – Discovery / ITOM

• ITIL certification (advantageous)

Why Join Kaptius

• Work on complex, high-value enterprise programmes in Abu Dhabi.

• Join a growing ServiceNow practice in the Middle East.

• Competitive, tax-free compensation.

• Opportunity to grow into ITOM Architect or Platform Architect roles.

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

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.