Senior ServiceNow ITSM Lead — Integrations & Automation

AIA Digital+; Kampung Malaysia Tambahan; On-site; MYR 180,000 - 240,000; Full time

Job summary

AIA Digital+ is seeking a senior ServiceNow ITSM specialist to design, build and support ITSM capabilities across Incident, Problem, Change, Request, Service Catalog, Knowledge and SLA management. You will drive end-to-end implementation, integrations and governance to ensure secure, scalable platform solutions and continual improvement.

Lead design, configuration, development, testing and deployment while collaborating with process owners and platform stakeholders to optimize service delivery

Qualifications

• 8+ years of hands-on ServiceNow ITSM development and production support experience.
• Strong knowledge of Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge and SLA Management.
• Experience in catalog items, record producers, approval workflows and integrations.
• Knowledge of CMDB, CSDM concepts and ITIL practices.
• Ability to translate requirements into scalable technical designs and deployment documentation.
• Excellent communication skills across technical and business audiences.

Responsibilities

• Lead end-to-end technical design, configuration, development, testing, deployment and support of ServiceNow ITSM solutions.
• Deliver capabilities across ITSM modules ensuring alignment with business requirements and measurable value.
• Design, configure and develop ServiceNow components including forms, rules, client scripts, UI policies, and workflows.
• Build and maintain integrations using REST/SOAP APIs and IntegrationHub; enable automation to reduce manual effort.
• Collaborate with process owners, architects and stakeholders to optimize service delivery and user experience.
• Produce technical specs, deployment instructions and knowledge articles for transition to platform owner.

Job description

AIA Digital+ is seeking a senior ServiceNow ITSM specialist to design, build and support ITSM capabilities across Incident, Problem, Change, Request, Service Catalog, Knowledge and SLA management. You will drive end-to-end implementation, integrations and governance to ensure secure, scalable platform solutions and continual improvement.

Lead design, configuration, development, testing and deployment while collaborating with process owners and platform stakeholders to optimize service delivery