Job Summary

We are seeking an experienced ServiceNow Engineer to design and deliver enhancements across our IT Service Management platform. This role focuses on workflow automation, new feature delivery, and reporting/insights to improve end-user experience and IT operational efficiency. The successful candidate will partner with stakeholders to translate needs into scalable ServiceNow solutions (e.g., Service Catalogue improvements, Flow Designer automation, and AI-enabled experiences such as Now Assist and Virtual Agent). This is a 12 month contract position based in Kuala Lumpur.

Key Responsibilities

1. Reporting, Insights & Continuous Improvement

• Define success metrics and KPIs (e.g., self-service adoption, time-to-fulfil, deflection) and use insights to prioritise enhancements.
• Build and maintain operational reports and dashboards that provide actionable insights for IT operations and service owners.

2. Workflow Design & Automation (Flow Designer)

• Facilitate requirement workshops and map end-to-end workflows (states, approvals, SLAs, notifications) prior to build.
• Build and optimise automation using Flow Designer, catalog workflows, and approvals to reduce manual handling and cycle time.
• Maintain a workflow artefact library (process maps, flow diagrams, decision tables, test evidence) to support reuse and governance.

3. Data Foundation (CMDB) Enablement

• Define CI model standards (classes, relationships, naming) to support reliable reporting, automation, and service mapping outcomes.
• Implement CMDB data quality controls (rules, audits, reconciliation) and partner with upstream owners to improve completeness and accuracy.
• Deliver CMDB quality and coverage dashboards to track progress and drive remediation actions.

4. AI-Powered Features — NowAssist & Virtual Agent

• Configure and deploy NowAssist to enable AI-powered summarisation, resolution recommendations, and agent-assist capabilities across ITSM modules.
• Design, build, and maintain Virtual Agent (VA) conversation flows for common service requests and IT support scenarios, reducing L1 ticket volumes.
• Stay current with ServiceNow AI/ML roadmap updates and assess opportunities to expand AI-assisted capabilities.

5. Platform Enhancements & Feature Delivery

• Design and deliver enhancements across ITSM (Incident, Problem, Change, Request, Knowledge) aligned to agreed backlog and roadmap.
• Build and optimise workflows, business rules, UI policies, and client scripts with a focus on automation, performance, and maintainability.
• Follow platform engineering practices (dev/test promotion, peer review, test plans, documentation) and align with ITIL controls where applicable.

Requirements

• Minimum 2 years of hands-on ServiceNow platform experience.
• Proven track record of implementing at least one complete ITSM platform lifecycle (planning, deployment, optimisation).
• Demonstrated expertise in ServiceNow configuration across core ITSM modules (Incident, Problem, Change, Request, Knowledge).
• Strong ServiceNow development/configuration skills with experience delivering enhancements via a structured release lifecycle (dev/test/prod).
• Hands-on CMDB configuration experience: CI class design, relationship mapping, discovery integration, and data quality management.
• Virtual Agent (VA) configuration experience: end-to-end design and implementation of chatbot conversation workflows for common IT service requests.
• NowAssist configuration and deployment experience: setup and operationalisation of AI-powered assistance features to enhance agent productivity.
• Strong knowledge of Microsoft Entra ID (Azure AD) integration with ServiceNow — SSO, SCIM provisioning, and group synchronisation.
• Experience managing end-user service portals with a focus on usability and self-service enablement.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• Experience with ServiceNow Performance Analytics and reporting dashboards.
• Familiarity with ServiceNow Discovery, Service Mapping, or ITOM modules.
• Exposure to ServiceNow IntegrationHub or Flow Designer for advanced automation.