Manager, ServiceNow ITSM Development and Support

AIA Digital+; Kampung Malaysia Tambahan; On-site; MYR 120,000 - 180,000; Full time

Job summary

AIA Digital+ seeks a seasoned ServiceNow ITSM expert to lead design, configuration, development, testing, deployment and support of ITSM capabilities across Incident, Problem, Change, Service Catalog and more.

You will build integrations, automations and dashboards, ensure compliance with security and platform standards, and collaborate with process owners and security teams to deliver measurable operational value.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related discipline.
• 8+ years of relevant technology experience with ServiceNow ITSM.
• Experience delivering ITSM capabilities across incident, problem, change and knowledge.
• Experience integrating ServiceNow with enterprise systems via REST/SOAP APIs.
• Familiarity with CMDB and CSDM concepts and governance.

Responsibilities

• Lead end-to-end technical design, configuration, development, testing, deployment and support of ServiceNow ITSM solutions.
• Deliver capabilities across Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge and SLA.
• Design and build integrations and automation to improve service delivery and efficiency.
• Ensure configurations comply with architecture, security and release standards.
• Document designs, test evidence and deployment procedures; transition to platform owner.

Skills

ServiceNow ITSM

REST/SOAP APIs

IntegrationHub

Workflow automation

CMDB/CSDM

Education

Bachelor's Degree in IT/CS/Engineering

Tools

Flow Designer

Transform Maps

Automated Test Framework

App Engine

Job description

Provide specialist ServiceNow IT Service Management (ITSM) development expertise and deliver secure, scalable and supportable platform solutions across GIT Operations. Design, configure, develop, test, deploy and support ITSM capabilities covering Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge and Service Level Management. Build integrations and workflow automation that improve service delivery, user experience, operational efficiency and continual improvement. Ensure solutions comply with platform architecture, security, development and release standards and are effectively transitioned to the platform owner for ongoing maintenance and support.

Roles and Responsibilities

Lead the end-to-end technical design, configuration, development, testing, deployment and support of ServiceNow ITSM solutions. Deliver capabilities across Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA capabilities and Service Level Management, ensuring solutions meet approved business requirements and deliver measurable operational value.

Platform Configuration and Custom Development

Configure and develop ServiceNow components including tables, forms, views, business rules, client scripts, script includes, UI policies, data policies, access controls, notifications, workflows, Flow Designer flows, catalog items, record producers and service portal or workspace components. Apply configuration-first principles and use custom development only where justified.

Integration and Automation

Design, build and support integrations between ServiceNow and enterprise systems using REST or SOAP APIs, IntegrationHub, import sets, transform maps, scheduled data loads and other approved integration methods. Develop reliable automation that reduces manual effort and improves process consistency.

Translate functional and operational requirements into scalable technical solutions aligned with approved ITSM processes, controls and service management objectives. Work closely with process owners and operational teams to improve service catalogue, fulfilment workflows, routing, approvals, notifications, escalations and user experience.

Platform Standards and Governance

Ensure all configurations and code comply with ServiceNow architecture principles, platform standards, security requirements and technical best practices. Participate in solution reviews and maintain alignment with enterprise design principles to deliver secure, scalable, upgradeable and supportable solutions.

Reporting and Operational Insights

Develop and maintain ServiceNow reports, dashboards and performance views that provide visibility of ITSM process performance, service levels, operational trends and platform effectiveness. Support accurate and reliable data for operational and management decision-making.

Stakeholder Collaboration and Advisory

Partner with process owners, operational teams, project teams, architects, security teams, vendors and platform stakeholders to clarify requirements, assess solution options and provide practical ServiceNow technical advice. Communicate technical concepts clearly to both technical and business audiences.

Documentation, Knowledge Transfer and Continual Improvement

Produce and maintain technical specifications, documentation, configuration records, test evidence, deployment instructions, support procedures and knowledge articles. 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 ServiceNow platform development, configuration, implementation and production support experience in complex enterprise environments.
• Proven hands-on delivery experience across ServiceNow ITSM capabilities, particularly Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge and Service Level Management.
• Experience designing and developing catalog items, record producers, approval workflows, assignment and routing logic, integrations and reusable automation.
• Experience integrating ServiceNow with enterprise applications using REST or SOAP APIs, IntegrationHub, import sets, transform maps and approved authentication methods.
• Experience applying ServiceNow development standards, configuration-first principles, source control or update-set disciplines, testing practices and deployment governance.
• Working knowledge of CMDB and CSDM concepts and their use within ITSM processes.
• Ability to produce clear technical designs, test evidence, deployment documentation and operational support materials.
• Experience working within governed enterprise environments with defined architecture, security, change and release management processes.
• Experience collaborating with process owners, operational teams, architects, technology stakeholders, vendors and platform owners across multiple functions.

Qualifications and Certifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering or a related discipline.
• ServiceNow certifications are advantageous but not required.
• Relevant certifications include
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM)
• Additional ServiceNow credentials relevant to Flow Designer, IntegrationHub, Automated Test Framework or App Engine are considered advantageous.
• ITIL 4 Foundation also considered advantageous.

Characteristics

• Strong analytical and problem-solving skills with the ability to evaluate requirements and recommend practical technical 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.