ServiceNow Engineer: AI-Powered ITSM & Automation

PACC Offshore Services Holdings Limited

Kuala Lumpur

On-site

MYR 90,000 - 150,000

Full time

7 days ago

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Job summary

PACC Offshore Services Holdings Limited in Kuala Lumpur is seeking an experienced ServiceNow Engineer to design and deliver enhancements across ITSM, focusing on workflow automation, new feature delivery, and reporting to improve end-user experience and IT operational efficiency.

You will partner with stakeholders to translate needs into scalable ServiceNow solutions, including Now Assist, Virtual Agent, Flow Designer automation, and CMDB quality dashboards, in a 12-month contract.

Qualifications

Minimum 2 years of hands-on ServiceNow platform experience.
Proven track record with at least one complete ITSM lifecycle (planning, deployment, optimisation).
Strong configuration and development skills across core ITSM modules (Incident, Problem, Change, Request, Knowledge).
Experience with VA, NowAssist, and AI-powered features is a plus.
Experience with CMDB design, data quality controls, and discovery/integration.

Responsibilities

Design and deliver enhancements across ITSM modules aligned to backlog and roadmap.
Build and optimise workflows, business rules, UI policies, and client scripts for automation and performance.
Configure and deploy NowAssist and Virtual Agent to reduce L1 ticket volumes.
Develop reporting dashboards and insights for IT operations and service owners.
Maintain platform governance, CI/CD practices, and documentation.