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

• 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.
• Workflow Desig...