Senior ITSM Professional

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia SCIENTE Full time

We are seeking an experienced Senior ITSM Professional to join our team at SCIENTE.

About the Role

The ideal candidate will have a minimum of 5 years' experience in IT Service Management, preferably in Finance institutions or Insurance industries, and extensive knowledge of ServiceNOW technologies, especially in ITSM/CMDB/ITOM/ITAM.

This role requires a strong background in technical solution design and delivery of ServiceNow solutions, with excellent communication and leadership skills.

Key Responsibilities:

  • Evaluate current processes and define future-state processes, working closely with Architects within the organization;
  • Create and maintain technical documentation, including architecture diagrams, design documents, and configuration details;
  • Guide the team through all technical aspects of ServiceNow development, configuration, and implementation;
  • Ensure high-quality, scalable, and maintainable solutions are delivered on time and within budget for long-term success and following ServiceNOW technical standards and leading practices;
  • Offer oversight and unit testing of code developed by a partner or internal employees. Ready to deliver the code hands-on if needed;
  • Review business processes to map and take advantage of the ServiceNOW platform capabilities to improve business processes;
  • Find solutions to complex issues, including identifying the problem, gathering requirements, analyzing the situations, evaluating possible solutions, and choosing the best course of action to solve the problem. Should be able to troubleshoot the technical issue;
  • Work with business stakeholders and functional leads to design and define technical solutions on the ServiceNow platform;
  • Responsible for writing the technical documents, so that developers can follow and deliver it.

Mandatory Skills:

  • 8+ years' experience with technical solution design and delivery of ServiceNow solutions;
  • Minimum 5 years' experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms;
  • Experience with ServiceNOW technologies, especially in ITSM/CMDB/ITOM/ITAM;
  • Experience working with Agile methodologies;
  • Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes;
  • Experience troubleshooting integration, management, security, and application issues.

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