ServiceNow Architect and Engineer - Kuala Lumpur, MalaysiaWe 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.
