Manager, ServiceNow ITOM Platform Delivery and Support

AIA; Kuala Lumpur; On-site; MYR 240,000 - 320,000; Full time

Job summary

AIA Digital+ seeks an experienced ServiceNow ITOM Delivery Lead to own the design, implementation and support of ITOM capabilities across GIT Operations. You will drive governance, optimised data models, and scalable integrations to improve infrastructure visibility and service health.

The role requires 8+ years of hands-on ServiceNow ITOM experience, with strong knowledge of Discovery, Service Mapping, CMDB and CSDM.

Qualifications

• 8+ years of hands-on ServiceNow ITOM delivery in enterprise environments.
• Experience across Discovery, Service Mapping, CMDB and CSDM with data reconciliation.
• Experience implementing and improving production ITOM solutions in governed environments.
• Familiarity with ITIL 4 Foundation is advantageous.

Responsibilities

• Lead end-to-end design and implementation of ServiceNow ITOM capabilities: Discovery, Service Mapping, CMDB, and CSDM.
• Ensure platform governance, security, release management and alignment with enterprise design principles.
• Configure and optimise ITOM data, CMDB models, Discovery schedules and MID Servers; manage IRE rules and data quality.
• Design dashboards and reporting to provide visibility into service performance and platform health.
• Collaborate with stakeholders to translate requirements into scalable, supported solutions.
• Produce and maintain technical documentation and enable knowledge transfer to platform owners.

Skills

ITOM

Discovery

Service Mapping

CMDB

CSDM

IRE

MID Servers

Automation

Education

Bachelor's Degree in IT/CS/Engineering

Tools

MID Servers

Job description

Are you ready to shape a better tomorrow? AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives. If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment. If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

Provide deep ServiceNow IT Operations Management (ITOM) expertise and lead the design, implementation and support of enterprise ITOM capabilities across GIT Operations. Deliver governed solutions spanning Discovery, Service Mapping, CMDB and CSDM, integrations and automation to improve infrastructure visibility, service health and operational efficiency. Ensure solutions are scalable, aligned with platform standards and business requirements, and effectively transitioned to the platform owner for ongoing maintenance and support.

Roles & Responsibilities

Responsibilities include, but are not limited to, the following:

• ServiceNow Solution Delivery Lead the end-to-end design, implementation, testing and deployment of ServiceNow ITOM capabilities, with primary focus on Discovery, Service Mapping, CMDB and CSDM. Deliver reliable integrations, automation and service visibility solutions that support operational efficiency and continuous improvement across GIT Operations. Ensure solutions meet business requirements and deliver measurable operational value.
• 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 Design, configure and optimise ITOM data and platform components, including CMDB class models and data quality, Discovery schedules and patterns, MID Servers, credentials, Identification and Reconciliation Engine (IRE) rules, CSDM alignment, Service Mapping and integrations with monitoring and infrastructure tools. Diagnose complex discovery and mapping issues and ensure configuration data remains accurate, reliable and operationally useful.
• 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.

Preferred Job Requirements Experience:

• 8+ years of relevant technology experience, including substantial hands-on delivery of ServiceNow ITOM solutions in complex enterprise environments.
• Proven delivery experience across the core ServiceNow ITOM disciplines, particularly Discovery and Service Mapping, supported by strong practical knowledge of CMDB, CSDM, IRE, MID Servers, credentials, patterns and data reconciliation.
• Demonstrated experience implementing, troubleshooting and improving production ITOM solutions, translating infrastructure and operational requirements into scalable, supportable platform designs.
• 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 certifications are advantageous but not required.
• Relevant certifications include: o Certified Implementation Specialist – Discovery (CIS-DISCO), o Certified Implementation Specialist – Service Mapping (CIS-SM), o Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF). o Certified System Administrator (CSA)
• ITIL 4 Foundation also considered 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.

Build a career with us as we help our customers and the community live healthier, longer, better lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

"Better" starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what "better" looks like.

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