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Service Now Solution Architect

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Service Now Solution Architect

  • Location:

    Kuala Lumpur

  • Sector:

    LMA Asia Technology

  • Job type:


  • Salary:


  • Contact:

    Nishana Rahim

  • Job ref:


  • Published:

    2 months ago

  • Expiry date:


  • Client:


Role Responsibilities


  • Opportunity to take on unique challenges and collaborate with stakeholders and internal project teams - applying strategic thinking and guiding our stakeholders on optimal use cases across the ServiceNow platform.
  • Responsible for ensuring that the ServiceNow products implemented are well maintained to meet or exceed a stakeholder's reasonable expectations of the solution's technical and business benefits.
  • Holds Technical responsibility for applications across the delivery of our ServiceNow Centre of Expertise engagements and for maintenance of the ServiceNow production pipeline. This includes control of technical scope, adherence to scope and implementation in-line with best practice across all engagements.
  • Adheres to compliance with the SDF Control Framework and Technology Standards


  • Defines and communicates, at an architectural and design level, technical solutions aligned with business problems and systems architecture
  • Provide direction on keeping engagements aligned to ServiceNow implementation best practices and gives hands-on assistance with the detailed design and implementation phases of engagements through recommendations, points of view and documentation.


  • A technologist hands on and energized by technology (ITSM, CMDB, VMWare, Cloud, Service Catalog, SCM, UI/UX, Scripting and etc)
  • The potential candidate must possess deep ServiceNow application knowledge and have been widely exposed to designing and developing business processes in tool.
  • Interact with stakeholders to understand and develop the high-level approach and goals
  • Translate requirements into workable systems, using best practice solutions
  • Work with stakeholders to design an appropriate data architecture and technical process flow
  • Oversee build and unit test the required functionality
  • Participate in end-to-end testing of the functionality
  • Create relevant documentation
  • Life cycle management of all the ServiceNow applications delivery
  • Operate in a DevOps delivery model
  • Oversee day to day administration of the ServiceNow tool/environment
  • Maintain the integrity of the ServiceNow tool across production and non-production environments.

People and Talent

  • Strong stakeholder management skills in handling wide ranging and senior stakeholders across segments/product areas
  • Actively listens, respecting others point of view and takes ownership of contributing the required input whilst demonstrating strong communication skills (written, interpersonal and presentational) appropriate for both a Business and Technical audience, clarifying own understanding and that of others.
  • Ability to work with cross functional teams across business and technology
  • Collaborate in an agile, multi-disciplinary team
  • Ability to manage execution of multiple initiatives, projects and product increments delivery
  • Strong perseverance and diligence towards attaining goals and effective time management.
  • Self-confident individual with high level of ambition, self-motivation and dedication.
  • Must have high standard of written English and good level of spoken English.

Risk Management

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.


  • Be the 'Gate-Keeper' of the ServiceNow CoE technical solution delivery and best practices, ensures the governance of the process is followed by internal and external stakeholders.

Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group's Values and Code of Conduct.
  • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
  • Lead the Enterprise Technology (ET) ServiceNow COE to achieve the outcomes set out in the Bank's Conduct Principles: Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

  • Global - ITSM/ITOM; GRC; Finance; Legal; HR

Our Ideal Candidate

  • At least 5+ years hands on experience on ServiceNow Platform as solution architect (ITSM/ITOM/ITBM/GRC/SAM/HR)
  • At least 3 full-cycle, end to end large scale ITSM/ITOM SaaS implementation experience
  • Any 2 Certifications is mandate : CSA (Certified System Administrator), Certified Application Developer, Certified Implementation Specialist - ITSM
  • Good to have Cert: Certified Master Architect

Company Reg No.: 201131609D, Licence No.: 11C4684