ITSM Process Analyst

Role Overview

This position is based in Singapore and functions as the key process and platform analyst integrating local IT Service Management (ITSM) processes and the ServiceNow configuration within the Group ROC program. The role involves aligning Singapore’s current ITSM practices with the Group’s target operating model, translating local requirements into ServiceNow configurations alongside the Group platform team, and facilitating stakeholder engagement and change management to encourage adoption.

Acting as the sole Singapore point of contact for ITSM process and platform matters, the analyst ensures local compliance with Group standards, while maintaining adherence to MAS Technology Risk Management (TRM), internal audit, and regulatory control mandates specific to Singapore.

Responsibilities

• Map and analyze Singapore’s existing ITSM processes to align with Group target operating model requirements.
• Collaborate with Group platform teams to transform local ITSM requirements into effective ServiceNow configuration.
• Oversee stakeholder engagement and support change enablement to drive successful adoption of ITSM processes and platforms.
• Ensure compliance with MAS TRM, internal audit, and Singapore regulatory controls in all ITSM operations.

Requirements

• University degree in Information Technology, Business, or a related field.
• At least 7 years of professional experience in IT Service Management process analysis and ServiceNow ITSM delivery.
• Proficient in ITSM process analysis and design covering Incident, Problem, Change, Request, Service Level Management, and Knowledge Management.
• Strong expertise in ServiceNow ITSM configuration, including workflows, SLAs, service catalog, and assignment groups.
• Experience managing the full ServiceNow ITSM implementation lifecycle: requirements gathering, process mapping, solution design, configuration verification, user acceptance testing (UAT), cutover, hypercare support, and continuous improvement.
• Effective stakeholder engagement skills, with proven abilities in change management, training, and driving user adoption.
• Competency in defining KPIs, reporting, and fostering continuous service enhancements.
• Working knowledge of MAS TRM standards, internal audit procedures, and Singapore-specific regulatory requirements.

Preferred Certifications

• ITIL v4 Foundation certification (Intermediate or Managing Professional level preferred).
• ServiceNow Certified System Administrator and/or Certified Implementation Specialist in ITSM (preferred).
• Additional process or quality certifications such as Lean or Six Sigma are advantageous.