Domain Specialist: ServiceNow

Job Classification

Technology/Domain Sepcialist II Req: 141868

TA:
Luthando Bower

Closing Date: 3 February 2026

Job Family

Information Technology

Career Stream

Application Development

Leadership Pipeline

Manage Self:
Professional

Job Purpose

A Service Now Technology/Domain Specialist is responsible for designing and implementing Service Now solutions that meet the needs of their organization. This role requires a deep understanding of Service Now's capabilities and a strong understanding of the business processes and requirements of the organization. This role ensures proper data segregation, security, and governance across multiple business units or entities while maintaining platform performance and compliance

Job Responsibilities

Solution Design:

• Work closely with Product Owners, Platform Team, HR Operations, and Security stakeholders to understand business requirements and design a Service Now solution that meets those requirements
• Establish data partitioning patterns for records, attachments, knowledge, catalog items, and case data

Implementation:

• Responsible for implementing the Service Now solution, working with developers, administrators, and other stakeholders to ensure a successful implementation
• Collaborate with Security, Risk, and Compliance to embed policies and controls for PII/PHI and sensitive data (aligned to POPIA/GDPR and internal standards).
• Configure domain-specific roles, ACLs, data policies, contextual security, and assignment rules to enforce least-privilege access

Integration:

• Responsible for integrating Service Now with other systems in the organization, such as HR or IT systems

Customization:

• Customize Service Now to meet the specific needs of the organization, developing custom applications, workflows, and integrations.
• Define and track data residency, retention, and segregation rules across regions/entities

Testing:

• Responsible for testing the Service Now solution to ensure it meets requirements and functions as expected, leveraging automated testing frameworks
• Optimize queries, indexing, and caching for domain-heavy tables and high-volume records

Documentation:

• Create documentation of the Service Now solution, including requirements, technical design, and implementation details
• Training:
  Provide training to end-users and administrators to ensure successful adoption and use of the Service Now solution

Essential Qualifications - NQF Level

• Professional Qualifications/Honour’s Degree

Preferred Qualification

• Bachelor's degree in Computer Science, Information Systems, or a related field

Preferred Certifications

• Completed Service Now Certifications

Minimum Experience Level

• 8+ years of relevant experience with 4–6+ years on ServiceNoW
• Knowledge of HSRD Implementation (preferably)
• Completed Service Now Certifications (preferably)
• Experience in designing, implementing and integrating Service Now solutions (with other IT Systems e.g. SAP Success Factors)
• Experience with Service Now development, including custom applications, workflows, and integrations
• Knowledge of Service Now architecture, including modules, databases, and security
• Strong communication skills, including the ability to communicate technical information to non-technical stakeholders
• Ability to work in a team environment and collaborate with stakeholders at all levels of the organization
• Strong problem-solving skills and ability to think creatively to design solutions. Service Now certification is preferred but not required

Technical / Professional Knowledge

• Asset management
• IT Assets management processes
• Data Warehousing
• Information Technology (IT) Architecture

Behavioural Competencies

• Decision Making
• Courage
• Stress Tolerance
• Quality Orientation
• Technical/Professional Knowledge and Skills
• Emotional Intelligence Essentials
• Resolving Conflict

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