Senior Analyst - ServiceNow & IT Service Management

AMD; Penang; Hybrid; MYR 90,000 - 130,000; Full time

Benefits offered by this job

AMD benefits

Job summary

AMD in Penang, Malaysia is seeking a Senior IT Analyst to drive end-to-end governance of business applications, IT services, and related operational processes.

You will own Application Portfolio Management within ServiceNow, advance data accuracy and lifecycle governance, and lead AI-enabled improvements across ITSM. Global collaboration and strong stakeholder management are essential.

Qualifications

• 5+ years of experience in ITSM with focus in Application Portfolio Management and/or Service Governance roles
• Strong understanding of ServiceNow platform and enterprise IT workflows
• Experience managing application portfolios, service governance, or asset lifecycle processes
• Exposure to automation, analytics, or AI-driven process improvements (e.g., Power BI, scripting, AI tools)
• Strong analytical, organizational, and stakeholder management skills
• Ability to operate effectively in a global, cross-functional environment

Responsibilities

• Manage the Application Portfolio Management (APM) platform in ServiceNow, including oversight of APM support and day-to-day operations
• Maintain and govern the inventory of business applications, services, and offerings across records for accuracy
• Oversee end-to-end lifecycle management of applications, including onboarding, updates, ownership changes, and decommissioning
• Initiate and drive periodic reviews of Business Applications, Services, and Server Mappings for data integrity and audit readiness
• Act as governance approver for various requests, ensuring adherence to standards
• Engage with requestors and IT Owners to determine structure and capture of applications and services
• Apply knowledge of IT structure, enterprise architecture, and service relationships for ownership alignment
• Proactively monitor organizational changes and reassign ownership
• Manage portfolio of APM-related service requests and drive self-service improvements
• Proactively identify governance improvements across ITSM workflows

Skills

ITSM

APM

Service Governance

AI/Automation

Power BI

ServiceNow

Data governance

Stakeholder management

Education

Bachelor's degree in Information Technology/Computer Science/Business Information Systems

Tools

ServiceNow

Power BI

Job description

WHAT YOU DO AT AMD CHANGES EVERYTHING

At AMD, our mission is to build great products that accelerate next-generation computing experiences—from AI and data centers, to PCs, gaming and embedded systems. Grounded in a culture of innovation and collaboration, we believe real progress comes from bold ideas, human ingenuity and a shared passion to create something extraordinary. When you join AMD, you’ll discover the real differentiator is our culture. We push the limits of innovation to solve the world’s most important challenges—striving for execution excellence, while being direct, humble, collaborative, and inclusive of diverse perspectives. Join us as we shape the future of AI and beyond. Together, we advance your career.

THE ROLE:

AMD is seeking an experienced Senior IT Analyst to drive end-to-end governance of business applications, IT services, and related operational processes across the organization. This role extends beyond Application Portfolio Management (APM) to include broader IT Service Management responsibilities (e.g., Change Management, IT Asset Management) and AI-enabled operational improvements.

The role requires strong ownership in ensuring data accuracy, lifecycle governance, and compliance, while proactively identifying opportunities to leverage automation and AI-driven capabilities aligned with AMD’s enterprise AI strategy.

KEY RESPONSIBILITIES:

Application & Service Governance (Core APM Scope)

• Manage the Application Portfolio Management (APM) platform in ServiceNow, including oversight of APM support and day-to-day operations
• Maintain and govern the inventory of business applications, business and technical services, and service offerings, ensuring accuracy, completeness, and compliance across all records
• Oversee end-to-end lifecycle management of applications, including onboarding, updates, ownership changes, and decommissioning
• Initiate and drive periodic reviews of Business Applications, Services, and Server Mappings to ensure data integrity, audit readiness, and correct relationships
• Act as governance approver for Business Application, Business/Technical Service, Service Offering, and Application Service (Register) requests, ensuring adherence to standards
• Engage with requestors and existing IT Owners to determine the appropriate structure, classification, and capture of applications and related services
• Apply working knowledge of IT organizational structure, enterprise architecture, and service relationships to ensure correct ownership alignment and modeling
• Proactively monitor organizational changes (e.g., role transitions, terminations) and drive timely reassignment of application and service ownership
• Manage the portfolio of APM-related service requests, ensuring timely processing, quality review, and driving self-service and process efficiency improvements where appropriate

Broader IT Service Management Responsibilities

• Support governance and process execution across ITSM domains including Change Management and IT Asset Management
• Ensure proper tracking, accountability, and lifecycle visibility of assets and services across systems of record
• Drive process simplification, standardization, governance adherence, and audit readiness across IT operational workflows
• Identify and implement improvements to streamline approvals, reduce manual effort, and improve process efficiency

AI & Automation Enablement (Key Differentiator)

• Identify and drive opportunities to leverage AI and automation to enhance APM and ITSM processes (e.g., workflow automation, data insights, intelligent recommendations)
• Support development of AI-ready data foundations by improving data quality, structure, and completeness across applications and service records
• Promote an AI-first mindset, enabling data-driven decision-making across application governance, change risk, and asset lifecycle management
• Partner with cross-functional teams to align with AMD’s enterprise AI strategy and initiatives

Stakeholder & Operational Leadership

• Engage cross-functionally with Business, IT Business Partners, and Operations teams to drive governance alignment and accountability
• Manage APM and related service request queues to ensure timeliness, quality, and clear communication
• Proactively identify and address ownership gaps due to organizational changes or role transitions
• Support initiatives that enhance governance maturity, operational efficiency, and service transparency

PREFERRED EXPERIENCE:

• 5+ years of experience in ITSM with focus in Application Portfolio Management and/or Service Governance roles (APM, Change Management, IT Asset Management)
• Strong understanding of ServiceNow platform and enterprise IT workflows
• Experience managing application portfolios, service governance, or asset lifecycle processes
• Exposure to automation, analytics, or AI-driven process improvements (e.g., Power BI, scripting, AI tools)
• Strong analytical, organizational, and stakeholder management skills
• Ability to operate effectively in a global, cross-functional environment

ACADEMIC CREDENTIALS:

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience)

LOCATION:

Penang, Malaysia

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Benefits offered are described: AMD benefits at a glance.

AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law. We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective laws throughout all stages of the recruitment and selection process.

AMD may use Artificial Intelligence to help screen, assess or select applicants for this position. AMD’s “Responsible AI Policy” is available here.

This posting is for an existing vacancy.