ServiceNow Architect and Engineer - Kuala Lumpur, Malaysia

We are seeking a highly skilled and experienced ServiceNow Architect and Engineer to join our dynamic IS team StarHub. This pivotal role involves 'hands-on' architecting, designing, implementing, and maintaining the ServiceNow platform to optimize IT Service Management (ITSM) processes. The successful candidate will play a key role in ensuring the stability and efficiency of our IS operations, with a focus on ServiceNow configuration and customization.

Responsibilities:

1. ServiceNow Architecture and Design:
   - Design and implement solutions on the ServiceNow platform to meet the organization's ITSM requirements.
   - Collaborate with stakeholders to gather and understand business needs, translating them into effective and scalable ServiceNow solutions.

2. ServiceNow Engineering and Administration:
   - Develop and maintain ServiceNow configurations, workflows, and customizations to enhance ITSM capabilities.
   - Ensure proper integration of ServiceNow with other IT systems and applications.

3. Major Incident Management:
   - Provide coverage for 24x7 on-call Major Incident Management, ensuring swift and effective resolution of critical incidents.
   - Collaborate with cross-functional teams to coordinate and communicate during major incidents, minimizing impact on services.

4. ITSM Operations:
   - Support  ITSM operations, including incident, problem, change, and service request management.
   - Continuously improve ITSM processes to enhance efficiency and align with industry best practices.

5. DevSecOps & SRE Adoption
   - Design and configure ServiceNow modules to streamline DevSecOps and SRE workflows, enabling efficient incident management, change control, and service delivery.
   - Implement integrations with CI/CD tools, security scanners, and monitoring platforms to enable end-to-end visibility and automation across DevSecOps and SRE pipelines.
   - Leverage ServiceNow capabilities to enforce compliance, implement governance controls, and track performance metrics in alignment with DevSecOps and SRE practices.
   - Supports the 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. 
    - Knowledge or exposure to SRE best practices and/or implementation

6. Documentation and Training:
   - Maintain comprehensive documentation of ServiceNow configurations, processes, and procedures.
   - Provide training and support to IT staff on ServiceNow-related tasks and functionalities.

Qualifications

- Bachelor’s degree in computer science, Information Technology, or related field.

- Minimum 5 years of proven experience as a ServiceNow Architect and Engineer in a complex IT environment.

- Strong expertise in ServiceNow configuration, customization, and integration.

- In-depth knowledge of ITSM processes and best practices.

- Experience in Major Incident Management and providing 24x7 coverage.

- Excellent verbal, written, presentation communication skills.

- Professional ServiceNow Certifications.