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Information Technology - ServiceNow Senior Systems Analyst/Developer (IT Ops and Service Mgmt)

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 including managing various platform configuration and customisation.
  • Perform day-to-day administration of the ServiceNow system, including managing users; maintain user and group roles and profiles, security settings, access settings, etc.
  • Manage, develop and enhance workflow automations, User Interface (UI) policies, data polices, actions, business rules and client scripts etc in ServiceNow.
  • Assist in development of technical and design approaches and collaborate with technical/functional resources at a team-level on development and configuration best practices and activities.
  • 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.
  • Contribute on Agile engagements, utilizing agile methodology appropriate to ServiceNow deployment and tools to enhance project efficiency and quality including regularly reviews and defines system enhancements to support business process needs and continuous service improvements.
  • 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.
  • Serve as the Point of Contact for IT initiatives’ performance, services and changes.
  • Any relevant ad-hoc duties.


  • Degree in IT related discipline with minimum of 3– 5 years of relevant experience in IT Infrastructure Operations and IT Service Management preferred.
  • IT Infrastructure Library (ITIL) Certification preferred.
  • Accustomed to performing moderately complex system administration ServiceNow tasks across various key modules such as hands-on development and implementation. 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.
  • Experienced in project management for IT Infrastructure initiatives, scripting, system admin capabilities, service automation and related technologies preferred.
  • Working knowledge on network, IT DevOps technologies, Linux, Wintel, VMware and Cloud technologies (AWS / Azure) and knowledge and experience in DevOps and Agile preferred.
  • 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.