ITSM Process Architect – ServiceNow & Process Improvement

MALAYAN BANKING BERHAD; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

MALAYAN BANKING BERHAD is seeking a seasoned ITSM Lead to drive ITSM initiatives, align local processes with group standards, and deliver ServiceNow ITSM projects. You will coordinate UAT, training, and stakeholder adoption to enhance service performance and regulatory compliance.

The role emphasizes incident, problem, change, and request management, with focus on aligning processes to MAS TRM and group models, ensuring effective collaboration across technology and business teams.

Qualifications

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

Responsibilities

• Lead ITSM initiatives aligning local processes with group standards.
• Drive ServiceNow ITSM delivery and enable stakeholder adoption.
• Map and align ITSM processes to target operating model for consistency.
• Translate requirements into ServiceNow workflows, SLAs, and configurations.
• Drive standardization and continuous improvement while ensuring regulatory compliance.
• Lead stakeholder engagement, change enablement, and training actions.
• Coordinate UAT, cutover, hypercare, and post-implementation enhancements.

Skills

ITSM analysis

UAT coordination

KPI reporting

Stakeholder engagement

Change management

Education

Degree in IT / Business

Tools

ServiceNow ITSM

Job description

MALAYAN BANKING BERHAD is seeking a seasoned ITSM Lead to drive ITSM initiatives, align local processes with group standards, and deliver ServiceNow ITSM projects. You will coordinate UAT, training, and stakeholder adoption to enhance service performance and regulatory compliance.

The role emphasizes incident, problem, change, and request management, with focus on aligning processes to MAS TRM and group models, ensuring effective collaboration across technology and business teams.