ITSM Process Analyst (Incident Management)

Malayan Banking Berhad (Maybank); Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Malayan Banking Berhad (Maybank) in Singapore is seeking a seasoned ITSM leader to drive ITSM initiatives, align local processes with group standards, and deliver ServiceNow ITSM capabilities to support regulatory compliance and operational effectiveness.

You will map processes, configure workflows, lead stakeholder adoption, and monitor KPIs, overseeing UAT and cutover activities to ensure smooth deployments and sustainable improvements.

Qualifications

• 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.

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.

Skills

ITSM process analysis

ServiceNow ITSM

Process mapping

KPI reporting

UAT

Stakeholder engagement

Change management

Training delivery

Education

Degree in IT or related

Tools

ServiceNow ITSM

ITIL v4

CIS-ITSM

Job description

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.