Servicenow Solution Manager

BAT Tech Hub Malaysia Is Looking for a ServiceNow Solution Manager SENIORITY LEVEL: Management role FUNCTION: Digital Business Solutions / IDT Services SALARY RANGE: (To Be Discussed) LOCATION: Kuala Lumpur, Malaysia ROLE POSITIONING AND OBJECTIVES What are the key objectives and expectations from this role? This role is responsible for managing solution demand and delivery for ServiceNow services globally by working together with the demand owners to understand the business requirements and ensuring the solution is delivered accordingly with service providers. This role is also responsible to ensure all relevant in-scope SOx controls are operated in a timely and accurate manner in adherence. What is the direct impact of this role on the team or organization? Solution design/delivery/operations for multiple components and processes within a system. The solutions/platforms have strategic importance to BAT and contribute to our ability to deliver business outcomes. Reports to: ServiceNow COE Manager Geographic Scope: Kuala Lumpur, Malaysia WHAT YOU WILL BE ACCOUNTABLE FOR '¢ Key contact for demand management. Engage with business and process owners to translate business requirements to ServiceNow functionalities according to defined engagement and delivery model. '¢ Work closely with the demand owner, project team, and service provider(s) on implementation of agreed requirements to deliver business value. Perform impact assessment on change requests prior to approval in Change Advisory Board (CAB). '¢ Own all ServiceNow-related process documentation. Responsible to ensure all ServiceNow-related training materials, user guide, working instructions, SOPs, etc. are kept up to date in a central knowledge repository as and when changes to the platform and changes are implemented. '¢ Work with the BOC Team to update the process documentation to ensure alignment to Target Operating Model (TOM). '¢ Control Operator for SOx controls related to Access Management controls. Ensure SOPs where relevant are updated and controls are operated in adherence to the SOx controls. Participate in SOx audit and testing exercises. Provide evidence and responses to internal and external auditors. Brief auditors in process walkthrough sessions on how the controls are designed and operated. Respond to any detected findings, identify, and implement remediation actions together with service provider. '¢ Ensure effective evaluation of business risks and issues related to operational incidents. Implement appropriate risk management processes and take appropriate and timely actions. '¢ Stakeholder engagement & management across various levels within the organization and with service providers. ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE Experience Required '¢ Experience in large global organization using in-sourced and out-sourced IT services and a good working knowledge of the management of global services '¢ Experience and know-how in ServiceNow solution and functionalities Job Advert Technical / Functional / Leadership Skills Required '¢ Proven business analysis and engagement with business users '¢ Creative-thinking and problem-solving skills '¢ Good communication and engagement skills. Ability to articulate clearly and concisely (both written and verbal, presentation and interpersonal skills) required '¢ Process-oriented. Hands-on and willing to look at details. High level of attention to details and accuracy. '¢ Resourceful and able to work independently. '¢ Breadth of knowledge of best practice IT Service Management (ITIL) Education / Qualifications / Certifications Required '¢ Technical background and experience in related solutions, with 6-8 years post graduate work experience in a complex IT Services environment '¢ Good understanding of SOX and how it applies within the IT industry BENEFICIAL '¢ Delivering in ambiguous & dynamic situations as a part of a global multi-functional team by building partnerships & working diplomatically '¢ Drives innovation & knowledge sharing
PROVISION OF MANAGEMENT AND ADMINISTRATIVE SERVICES, TECHNICAL SUPPORT AND TO CONDUCT PRODUCT RESEARCH AND DEVELOPMENT ACTIVITIES FOR MEMBER CORPORATIONS OF BRITISH AMERICAN TOBACCO P.L.C We are British American Tobacco, a truly global company and an award-winning Top Employer, with a highly successful past and an exciting future ahead. As one of the leading tobacco and nicotine companies across the globe, with more than 250 brands in over 200 markets, we are always looking to offer our consumers new products, choices and advanced technologies. Today, we are here representing British American Tobacco Global Business Services (GBS). British American Tobacco GBS is a shared services arm of British American Tobacco and we stands at the very forefront of our transformational journey. We are achievers and game-changers, and passionate about what we do. We are agile in embracing change, courageous in standing up for our ideas and contributions, and res