Great Eastern Hiring! Full Time Senior ServiceNow Developer (ITSM) in WP Kuala Lumpur - Ricebowl

We are seeking a ServiceNow Developer with strong expertise in IT Service Management (ITSM) to design, develop, and enhance ServiceNow solutions that support enterprise IT operations. The ideal candidate will have hands-on experience configuring and customizing ITSM modules, strong scripting skills, and a solid understanding of ITIL-based processes.

This role works closely with IT operations, process owners, and stakeholders to translate business requirements into scalable and maintainable ServiceNow solutions

ServiceNow Development & Configuration

• Design, develop, and customize ServiceNow ITSM applications, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Knowledge Management
• Configure forms, fields, UI policies, ACLs, workflows, and business rules.
• Develop and maintain client scripts, server-side scripts, script includes, and REST/SOAP integrations.
• Build and enhance Service Catalog items, workflows, and request fulfillment processes.

Platform Enhancements & Integrations

• Implement integrations with external systems using REST APIs, IntegrationHub, or MID Server.
• Support CMDB integrations and data population using Discovery, Service Mapping, or third-party tools.
• Ensure adherence to ServiceNow best practices, performance optimization, and upgrade-safe customizations.

Process & Stakeholder Collaboration

• Work closely with ITSM process owners to align technical solutions with ITIL processes.
• Participate in requirement gathering, solution design workshops, and technical reviews.
• Provide technical guidance and recommendations on ServiceNow capabilities and roadmap enhancements.

Operations & Support

• Troubleshoot and resolve platform issues, defects, and performance bottlenecks.
• Support ServiceNow upgrades, patches, and new feature rollouts.
• Create and maintain technical documentation, including design specs and configuration guides.
• Provide L2/L3 support and knowledge transfer to support teams where required.

Technical Skills

• Strong hands-on experience as a ServiceNow Developer, with primary focus on ITSM.
• Solid understanding of ITIL v3/v4 processes and real-world ITSM implementations.
• Proficiency in:
  • JavaScript (ServiceNow scripting)
  • ServiceNow Flow Designer & Workflow Editor
  • Service Catalog development
  • CMDB data model and relationships
• Experience with security configurations such as roles and ACLs.
• Familiarity with ServiceNow update sets, scoped applications, and application lifecycle management.

·       3–7 years of ServiceNow development experience (adjustable based on role level).

·       Proven track record delivering ITSM solutions in enterprise or regulated environments.

·       Experience supporting ServiceNow upgrades and releases is a strong advantage.

·       Experience working with multiple teams (business, IT application and infrastructure teams) for service management and operations.

·       Good analytical skills and a creative approach to problem solving and provide options and solutions.

Certifications (Preferred)

·       ServiceNow Certified System Administrator (CSA)

·       ServiceNow Certified Application Developer (CAD)

·       ITIL Foundation or higher certification