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ServiceNow Architect / Principal Engineer

Date:  19 Jul 2024
Location: 

Kuala Lumpur

Company:  StarHub Ltd

ServiceNow Architect and Engineer - Kuala Lumpur, Malaysia

We are seeking an exceptionally skilled and experienced ServiceNow Architect and Principal Engineer to join our dynamic IS team at StarHub. This senior-level role is highly hands-on, involving architecture, design, implement, and maintain the ServiceNow platform to optimize IT Service Management (ITSM) processes. The successful candidate will drive the hands-on execution of ServiceNow initiatives, ensuring the stability and efficiency of our IS operations through advanced configuration and customization.
Responsibilities:
1. ServiceNow Architecture and Design:
- Lead the hands-on design and implementation of advanced solutions on the ServiceNow platform to meet the organization's ITSM requirements.
- Actively collaborate with senior stakeholders to gather and understand complex business needs, translating them into scalable and robust ServiceNow solutions.
2. ServiceNow Engineering and Administration:
- Oversee and participate in the hands-on development and maintenance of sophisticated ServiceNow configurations, workflows, and customizations to enhance ITSM capabilities.
- Ensure seamless integration of ServiceNow with other enterprise IT systems and applications, fostering a cohesive technology ecosystem through direct, hands-on work.
3. Major Incident Management 24x7 On-call:
- Provide expert leadership and hands-on involvement for 24x7 on-call Major Incident Management, ensuring swift and effective resolution of critical incidents.
- Directly coordinate with cross-functional teams to manage major incidents, minimizing service impact and ensuring clear communication.
4. ITSM Operations:
- Lead and be actively involved in ITSM operations, including incident, problem, change, and service request management.
- Continuously drive hands-on improvements in ITSM processes, aligning them with industry best practices and emerging trends.
5. DevSecOps & SRE Adoption:
- Architect, configure, and actively engage in advanced ServiceNow modules to streamline DevSecOps and SRE workflows, enabling efficient incident management, change control, and service delivery.
- Implement and be hands-on with integrations involving CI/CD tools, security scanners, and monitoring platforms to provide end-to-end visibility and automation across DevSecOps and SRE pipelines.
- Utilize and leverage ServiceNow capabilities to enforce compliance, implement governance controls, and track performance metrics in alignment with DevSecOps and SRE practices.
- Support the hands-on implementation of service management and reporting tools, including the analysis and administration of Service Level management tools to understand key performance indicators for service delivery.
- Demonstrate hands-on knowledge and exposure to SRE best practices and/or implementation.
6. Documentation and Training:
- Maintain comprehensive and detailed hands-on documentation of ServiceNow configurations, processes, and procedures.
- Provide expert training and hands-on support to IT staff on ServiceNow-related tasks and functionalities, fostering a culture of continuous learning and improvement.
 

Qualifications

- Degree in Computer Science, Information Technology, or a related field.
- Minimum 10 years of proven experience as a ServiceNow Architect and Engineer in a complex IT environment, with at least 5 years in a leadership role.
- Demonstrated hands-on expertise in ServiceNow configuration, customization, and integration at an enterprise level.
- In-depth knowledge of ITSM processes and best practices, with a strategic vision for IT service delivery.
- Extensive experience in Major Incident Management and providing 24x7 coverage.
- Exceptional verbal, written, and presentation communication skills.
- Professional ServiceNow Certifications.
- Proven ability to lead and mentor teams, driving successful project outcomes through hands-on involvement.

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