{"id":2881350,"url":"https://alion.io/job/aia-group-manager-servicenow-itsm-development-and-support","title":"Manager, ServiceNow ITSM Development and Support","company":{"id":5838,"name":"AIA Group","domain":"aia.com","url":"https://alion.io/company/aia","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":218,"ghost_share":0.005,"stale_share":0.945,"repost_share":0.009,"time_to_fill_p50_days":32,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1665},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-11-06T00:41:33Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"description":"Are you ready to shape a better tomorrow?\nAIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.\nIf you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.\nIf you want to shape a brighter future at AIA Digital+, please read on.\nAbout the Role\nProvide specialist ServiceNow IT Service Management (ITSM) development expertise and deliver secure, scalable and supportable platform solutions across GIT Operations. Design, configure, develop, test, deploy and support ITSM capabilities covering Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge and Service Level Management. Build integrations and workflow automation that improve service delivery, user experience, operational efficiency and continual improvement. Ensure solutions comply with platform architecture, security, development and release standards and are effectively transitioned to the platform owner for ongoing maintenance and support.Roles and Responsibilities:\nResponsibilities include, but are not limited to, the following:\n\nServiceNow ITSM Solution Development\nLead the end-to-end technical design, configuration, development, testing, deployment and support of ServiceNow ITSM solutions. Deliver capabilities across Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA capabilities and Service Level Management, ensuring solutions meet approved business requirements and deliver measurable operational value.\n\nPlatform Configuration and Custom Development\nConfigure and develop ServiceNow components including tables, forms, views, business rules, client scripts, script includes, UI policies, data policies, access controls, notifications, workflows, Flow Designer flows, catalog items, record producers and service portal or workspace components. Apply configuration-first principles and use custom development only where justified.\n\nIntegration and Automation\nDesign, build and support integrations between ServiceNow and enterprise systems using REST or SOAP APIs, IntegrationHub, import sets, transform maps, scheduled data loads and other approved integration methods. Develop reliable automation that reduces manual effort and improves process consistency.\n\nITSM Process Enablement\nTranslate functional and operational requirements into scalable technical solutions aligned with approved ITSM processes, controls and service management objectives. Work closely with process owners and operational teams to improve service catalogue, fulfilment workflows, routing, approvals, notifications, escalations and user experience.\n\nPlatform Standards and Governanc e\nEnsure all configurations and code comply with ServiceNow architecture principles, platform standards, security requirements and technical best practices. Participate in solution reviews and maintain alignment with enterprise design principles to deliver secure, scalable, upgradeable and supportable solutions.\n\nReporting and Operational Insight s\nDevelop and maintain ServiceNow reports, dashboards and performance views that provide visibility of ITSM process performance, service levels, operational trends and platform effectiveness. Support accurate and reliable data for operational and management decision-making.\n\nStakeholder Collaboration and Advisor y\nPartner with process owners, operational teams, project teams, architects, security teams, vendors and platform stakeholders to clarify requirements, assess solution options and provide practical ServiceNow technical advice. Communicate technical concepts clearly to both technical and business audiences.\n\nDocumentation, Knowledge Transfer and Continual Improvement\nProduce and maintain technical specifications, documentation, configuration records, test evidence, deployment instructions, support procedures and knowledge articles. Ensure completed solutions are effectively transitioned to the platform owner for ongoing maintenance and support. Drive continual improvement opportunities that increase standardisation, automation and operational efficiency.\nJob Requirements:\nExperience:\n8+ years of relevant technology experience, including substantial hands-on ServiceNow platform development, configuration, implementation and production support experience in complex enterprise environments.\nProven hands-on delivery experience across ServiceNow ITSM capabilities, particularly Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge and Service Level Management.\nStrong ServiceNow scripting capability using JavaScript, Glide APIs and ServiceNow development components, including business rules, client scripts, script includes, UI policies, data policies, access controls, notifications, workflows and Flow Designer.\nExperience designing and developing catalog items, record producers, approval workflows, assignment and routing logic, integrations and reusable automation.\nExperience integrating ServiceNow with enterprise applications using REST or SOAP APIs, IntegrationHub, import sets, transform maps and approved authentication methods.\nExperience applying ServiceNow development standards, configuration-first principles, source control or update-set disciplines, testing practices and deployment governance.\nWorking knowledge of CMDB and CSDM concepts and their use within ITSM processes.\nAbility to produce clear technical designs, test evidence, deployment documentation and operational support materials.\nExperience working within governed enterprise environments with defined architecture, security, change and release management processes.\nExperience collaborating with process owners, operational teams, architects, technology stakeholders, vendors and platform owners across multiple functions.\nQualifications and Certifications:\nBachelor's Degree in Information Technology, Computer Science, Engineering or a related discipline.\nServiceNow certifications are advantageous but not required. Relevant certifications include:\no ServiceNow Certified System Administrator (CSA)\no ServiceNow Certified Application Developer (CAD)\no ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM)\nAdditional ServiceNow credentials relevant to Flow Designer, IntegrationHub, Automated Test Framework or App Engine are considered advantageous.\nITIL 4 Foundation also considered advantageous.\nCharacteristics:\nStrong analytical and problem-solving skills with the ability to evaluate requirements and recommend practical technical solutions.\nAble to communicate complex technical concepts in a clear and business-friendly manner.\nDemonstrates sound judgement, accountability and a high degree of professional autonomy.\nEffective stakeholder management skills with the ability to build trusted relationships across technical and business teams.\nAble to manage multiple priorities and adapt to changing business and operational requirements.\nCollaborative and outcome-focused, with a continuous improvement mindset.\nStrong written and verbal communication skills in English.\nBuild a career with us as we help our customers and the community live healthier, longer, better lives.\nYou must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. 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