ITSM Process Analyst (Incident Management)

Maybank; Singapore; In loco; SGD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Maybank is seeking a senior ITSM leader to drive alignment of local ITSM processes with group standards and to lead ServiceNow ITSM delivery. You will enable stakeholder adoption to enhance regulatory compliance and operational effectiveness.

You will map, design and optimize Incident, Problem, Change, Request, Knowledge, and SLA processes, translating business requirements into ServiceNow configurations and workflows. Experience with MAS TRM compliance and change management is essential.

Competenze

• 7+ years in ITSM processes and ServiceNow delivery.
• Strong knowledge of Incident, Problem, Change, Request, and SLA Management.
• Experience mapping processes to target operating models.
• UAT planning and post-implementation support.
• Experience with regulatory requirements (MAS TRM) is a plus.

Mansioni

• Act as primary contact for ITSM processes and ServiceNow delivery.
• Map and align local ITSM processes to the Group target operating model.
• Translate requirements into ServiceNow workflows, SLAs, approvals.
• Drive re-engineering, standardization and continuous improvement with compliance.
• Lead stakeholder engagement, change enablement, and training.
• Establish and monitor ITSM KPIs and service performance.
• Coordinate UAT, cutover, hypercare and post-implementation enhancements.

Conoscenze

ITSM process analysis

ServiceNow ITSM

Incident management

Problem management

Change management

UAT

KPI reporting

Stakeholder engagement

Training

Formazione

Bachelor's degree in IT / Business

Strumenti

ServiceNow

ITIL v4 (certified preferred)

Descrizione del lavoro

You will lead IT Service Management (ITSM) initiatives by aligning local processes with group standards, driving ServiceNow ITSM delivery, and enabling stakeholder adoption to enhance operational effectiveness and regulatory compliance.

Responsibilities

• Serve as the primary contact for ITSM process and platform matters to ensure clear communication and issue resolution.
• Map and align local ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Service Level Management, to the Group's target operating model for consistency and efficiency.
• Translate business and operational requirements into ServiceNow workflows, SLAs, approval models, and configuration settings to support seamless ITSM operations.
• Drive process re-engineering, standardization, and continuous improvement initiatives while ensuring compliance with MAS TRM and local regulatory requirements.
• Lead stakeholder engagement, change enablement, training, and adoption initiatives across technology and business teams to maximize ITSM effectiveness.
• Establish and monitor ITSM KPIs, including service performance, SLA attainment, and operational effectiveness, to measure and improve service delivery.
• Coordinate User Acceptance Testing (UAT), cutover activities, hypercare support, and post-implementation enhancements to ensure smooth ITSM deployments.

Required competencies and certifications

• Degree in Information Technology, Business, or a related discipline.
• Minimum 7 years of experience in IT Service Management process analysis, design, and ServiceNow ITSM delivery.
• Strong expertise in Incident, Problem, Change, Request, and Service Level Management processes.
• Proven skills in ITSM process mapping, analysis, and re-engineering to optimize service delivery.
• Proficiency in ServiceNow ITSM configuration, UAT, and implementation support.
• Experience in change management, stakeholder engagement, and training to drive adoption.
• Ability to perform KPI reporting and lead continuous service improvement efforts.

Preferred competencies and qualifications

• Certifications such as ITIL v4 and ServiceNow Certified System Administrator / CIS-ITSM will be advantageous.

Only shortlisted candidate will be notified.