Job Description

The successful candidate will be part of the IT Service Management and ServiceNow platform team. This is an individual contributor role.Key Responsibilities include: Manage, develop, enhance and support company's IT Service management ServiceNow platform. Drive strategic development and enhance its usability including integration with other tools and process to maximise value and improve efficiency. Responsible for gathering/analysis, process workflow design, and technical design documentation for new and improved services and automation workflows built within the enterprise IT service management ServiceNow platform and its required integration. Identify high-level requirements and scope of initiatives through business, workflow, impact, and risk/benefit analysis. Perform basic-intermediate functions to the enterprise IT service management ServiceNow platform with respect to metrics, reporting, dashboards, and end-user facing forms. Meet with process and service leads to clarify requests, review business impact, and gather additional requirements to support business justification. Regularly review and define system enhancements to support business process needs and service improvements. Assess new system functionality and its potential in playing a role to improve business processes and service delivery processes. Drive IT Operational Service Delivery and management activities (e.g. Incident, Problem, Change, Patch, Configuration and Asset management) processes & operations improvements. This includes supporting of IT operational incidents after office hours. Support management and drive collaboration of day to day operational activities across various towers and stakeholders from datacentre facilities, network and platforms. . Manage and drive the IT Service Provider's performance for IT Operations and ensure Service Level Agreements have been fulfilled and improvement plans to be established. Serve as the Point of Contact for IT initiatives' performance, services and changes. Facilitate system and service handover to the IT operations for any new applications and major enhancements. Any relevant ad-hoc duties.Requirements Degree in IT related discipline with IT Infrastructure Library (ITIL) Certification and minimum 5 - 8 yrs of relevant experience in IT Infrastructure Operations and IT Service Management. Experienced in implementation and support of multiple integration tools with ServiceNow. Experienced in project management for IT Infrastructure initiatives, scripting, system admin capabilities, service automation and related technologies. Knowledge of actual development and hands-on administration on ServiceNow Platform. Certification in ServiceNow ITSM CAS, CAD or CIS preferred. Knowledge in scripting on Json, Python or Javascript on Monitoring / Orchestration platforms, Splunk, ServiceNow or APM tool will be an added advantage. Working knowledge on Agile, network, IT DevOps technologies, Linux, Wintel, VMware and Cloud technologies (AWS / Azure). Responsive to dynamic environment. Effective & excellent skills in communication (both written and spoken) as well as Vendor and People/Relationship Management. User-oriented with good appreciation of business operations. Independent, self-motivated and result driven, being diligent and willing to work after office hours to resolve critical issues during major incidents and to implement scheduled production changes. Planning and Co-ordination skills with good communication and analytical skills.
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