Senior ServiceNow ITSM Architect – AI & Automation

Prudential Services Asia; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Prudential Services Asia is seeking a senior ServiceNow practitioner to drive ITSM maturity across a large enterprise. You will own end-to-end design, configuration, and governance of Incident, Problem, and Change Management, ensuring alignment with CMDB and Discovery data.

You will lead automation initiatives, evaluate AI-assisted capabilities, and collaborate with CMDB/ITOM teams to improve MTTR, SLA compliance, and change success. ServiceNow CSA and ITIL certifications are required.

Qualifications

• 6–10 years hands-on ServiceNow ITSM experience in complex multi-entity environments.
• Proven ITSM maturation improvements: reduced MTTR, higher change success, fewer repeats.
• Experience with maturity assessments, roadmaps, and measurable outcomes.
• Delivery of ITSM automation initiatives from business case to outcomes.
• Exposure to AI-assisted ITSM and governance for safe adoption.

Responsibilities

• Own end-to-end design, configuration, and continuous improvement of Incident, Problem, and Change Management.
• Define and maintain Incident/Change Models aligned to ITIL; ensure CMDB/Discovery data support.
• Define ITSM maturity metrics and drive a continuous improvement roadmap.
• Lead root-cause and trend analysis and translate into permanent fixes.
• Collaborate with service desk, operations, CMDB, and ITOM Discovery for data integrity and automation.

Skills

ITSM

Incident management

Problem management

Change management

ITIL

Automation

AI-assisted ITSM

CMDB/Data governance

ACLs

Performance Analytics

Education

ServiceNow CSA

ServiceNow Implementation Specialist – ITSM

ITIL 4 Foundation or higher

Tools

Flow Designer

Integration Hub

scripted workflow

Now Assist

Job description

Prudential Services Asia is seeking a senior ServiceNow practitioner to drive ITSM maturity across a large enterprise. You will own end-to-end design, configuration, and governance of Incident, Problem, and Change Management, ensuring alignment with CMDB and Discovery data.

You will lead automation initiatives, evaluate AI-assisted capabilities, and collaborate with CMDB/ITOM teams to improve MTTR, SLA compliance, and change success. ServiceNow CSA and ITIL certifications are required.