We are looking for a strong ServiceNow Architect with solid hands-on development capability.
This role will lead end-to-end ServiceNow ITSM architecture and implementation, map enterprise processes into ServiceNow, and drive best-practice alignment across ITSM, CMDB, SAM, and HAM modules.
The candidate must be comfortable working directly with customer stakeholders and operating at both strategic and technical levels.
Key Responsibilities
• Architect and design scalable ServiceNow ITSM solutions
• Lead implementation across ITSM modules:
- Incident Management (IM)
- Problem Management (PM)
- Change Management (CM)
- Service Request (SR)
- Knowledge Management (KB)
- CMDB
• Design and optimize CMDB structure, data model, and governance
• Implement and configure SAM (Software Asset Management) and HAM (Hardware Asset Management)
• Map business and IT processes into ServiceNow workflows and automation
• Conduct workshops with stakeholders to understand process gaps and redesign workflows
• Provide hands-on development (Business Rules, Script Includes, Flow Designer, Integrations, UI Policies, etc.)
• Ensure alignment with ITIL best practices
• Lead and manage ServiceNow implementation lifecycle
• Provide governance and architectural oversight
Mandatory Requirements
• ServiceNow Certified Implementation Specialist (CIS – ITSM) – Required
• Strong hands-on ServiceNow development experience
• Proven experience implementing full ITSM suite
• Experience with SAM and HAM modules
• Strong CMDB architecture experience
• Experience mapping enterprise processes to ServiceNow
• Experience leading ServiceNow implementation projects
• Strong stakeholder management skills
• Able to work long-term onsite in Kuala Lumpur (Bangsar South)
Preferred Experience
• ITIL certification
• Experience with enterprise-scale deployments
• Integration experience (REST/SOAP, third-party systems)
• Experience working in consulting or partner-led environment
