Manager, Platform Delivery & Support (ServiceNow Developer)

AIA Digital+; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

AIA Digital+ is seeking a Manager, Platform Delivery & Support (ServiceNow Developer) to lead the design, development and governance of ServiceNow ITSM and ITOM capabilities. You will ensure scalable, secure solutions aligned with platform standards and effectively handed over to the platform owner for ongoing maintenance.

The role requires 8+ years in ServiceNow delivery, strong stakeholder engagement, and relevant certifications.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• ServiceNow certification in one or more relevant disciplines such as Administrator, Application Developer, Implementation Specialist, Discovery, CMDB, CIS, or Certified Technical Architect.
• Project management or Agile certification would be advantageous.

Responsibilities

• Platform Standards and Governance: Ensure enhancements comply with ServiceNow architecture principles and platform standards.
• Service Data and Platform Configuration Management: Manage configurations including workflows, forms, CMDB structures, Discovery patterns, IRE rules, and CSDM alignment.
• Reporting and Operational Insights: Design and maintain dashboards and data structures for visibility into service performance and platform effectiveness.
• Platform Quality, Security and Release Management: Maintain controls on security, access, deployment governance, code quality and release processes.
• Stakeholder Collaboration and Advisory: Partner with teams to understand needs and promote best practices across the organization.
• Documentation, Knowledge Transfer and Continuous Improvement: Produce technical docs and ensure smooth handoff to platform owner; drive standardisation and automation.

Skills

Analytical thinking

Problem solving

Communication skills

Stakeholder management

Education

Bachelor's degree in IT/CS/Engineering

ServiceNow certifications (Admin, App Dev, Implement. Specialist, Discovery, CMDB, CIS, CTA)

Tools

ServiceNow platform

CMDB

Discovery

Service Mapping

Job description

Manager, Platform Delivery & Support (ServiceNow Developer)

Provide ServiceNow platform expertise and solution advisory services across GIT Operations. Design, develop and deliver governed ITSM and ITOM capabilities, configurations, integrations and automation that support service insourcing, operational efficiency and continuous improvement. Ensure solutions are scalable, aligned with platform standards and business requirements, and effectively transitioned to the platform owner for ongoing maintenance and support.

Key responsibilities

Platform Standards and Governance

Ensure all platform enhancements comply with ServiceNow architecture principles, platform standards, governance requirements and technical best practices. Maintain alignment with enterprise design principles to deliver scalable, secure and supportable solutions.

Service Data and Platform Configuration Management

Manage and optimize ServiceNow platform configurations including workflows, business rules, forms, scripts, foundation data, CMDB structures, Discovery Patterns, Identification and Reconciliation Engine (IRE) rules, CSDM alignment, service mapping and related platform components. Ensure configuration data remains accurate, reliable and aligned with operational requirements.

Reporting and Operational Insights

Design and maintain ServiceNow dashboards, reporting solutions and operational data structures that provide visibility of service performance, operational health and platform effectiveness. Support data-driven decision making across GIT Operations.

Platform Quality, Security and Release Management

Maintain appropriate platform controls covering security, user access, deployment governance, code quality and release management. Conduct solution reviews and oversee deployment activities to ensure compliance with established change and operational processes.

Stakeholder Collaboration and Advisory

Partner with operational teams, project teams and platform stakeholders to understand business needs, provide expert ServiceNow guidance and recommend solution approaches that align with platform strategy and operational objectives. Promote consistent adoption of platform best practices across the organisation.

Documentation, Knowledge Transfer and Continuous Improvement

Produce and maintain technical documentation, operational procedures and design artefacts. Ensure completed solutions are effectively transitioned to the platform owner for ongoing maintenance and support. Drive continual improvement opportunities that increase standardisation, automation and operational efficiency.

Job Requirements:

Experience:

• 8+ years of experience in ServiceNow platform delivery, solution design, development, implementation, or administration.
• Proven experience delivering ServiceNow ITSM and/or ITOM capabilities, including workflow automation, integrations, CMDB, Discovery, Service Mapping, and platform configuration.
• Experience translating business and operational requirements into scalable platform solutions.
• Experience working within governed enterprise environments with defined architecture, security, change, and release management processes.
• Experience collaborating with operational teams, technology stakeholders, and platform owners across multiple functions.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• ServiceNow certification in one or more relevant disciplines such as Administrator, Application Developer, Implementation Specialist, Discovery, CMDB, CIS, or Certified Technical Architect.
• Project management or Agile certification would be advantageous.

Characteristics:

• Strong analytical and problem-solving skills with the ability to evaluate requirements and recommend practical solutions.
• Able to communicate complex technical concepts in a clear and business-friendly manner.
• Demonstrates sound judgement, accountability, and a high degree of professional autonomy.
• Effective stakeholder management skills with the ability to build trusted relationships across technical and business teams.
• Able to manage multiple priorities and adapt to changing business and operational requirements.
• Collaborative and outcome-focused, with a continuous improvement mindset.
• Strong written and verbal communication skills in English.