ITSM Process Analyst (Incident Management)

You will lead IT Service Management (ITSM) initiatives by aligning local processes with group standards, driving ServiceNow ITSM delivery, and enabling stakeholder adoption to enhance operational effectiveness and regulatory compliance.

Responsibilities

Serve as the primary contact for ITSM process and platform matters to ensure clear communication and issue resolution.

Map and align local ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Service Level Management, to the Group's target operating model for consistency and efficiency.

Translate business and operational requirements into ServiceNow workflows, SLAs, approval models, and configuration settings to support seamless ITSM operations.

Drive process re-engineering, standardization, and continuous improvement initiatives while ensuring compliance with MAS TRM and local regulatory requirements.

Lead stakeholder engagement, change enablement, training, and adoption initiatives across technology and business teams to maximize ITSM effectiveness.

Establish and monitor ITSM KPIs, including service performance, SLA attainment, and operational effectiveness, to measure and improve service delivery.

Coordinate User Acceptance Testing (UAT), cutover activities, hypercare support, and post-implementation enhancements to ensure smooth ITSM deployments.

Required competencies and certifications

Degree in Information Technology, Business, or a related discipline.

Minimum 7 years of experience in IT Service Management process analysis, design, and ServiceNow ITSM delivery.

Strong expertise in Incident, Problem, Change, Request, and Service Level Management processes.

Proven skills in ITSM process mapping, analysis, and re-engineering to optimize service delivery.

Proficiency in ServiceNow ITSM configuration, UAT, and implementation support.

Experience in change management, stakeholder engagement, and training to drive adoption.

Ability to perform KPI reporting and lead continuous service improvement efforts.

Preferred competencies and qualifications

Certifications such as ITIL v4 and ServiceNow Certified System Administrator / CIS-ITSM will be advantageous.

Only shortlisted candidate will be notified.

Maybank is among Asia's leading banking groups and is South East Asia's fourth largest bank by assets. The Maybank Group has an international network of 2,400 branches in 20 countries including all 10 ASEAN countries, with over 43,000 employees serving customers worldwide.

Maybank offers an extensive range of products and services for individuals, businesses and corporations, including consumer and corporate banking, investment banking, Islamic banking, stock broking, insurance and takaful and asset management. With Maybank's global business footprint, clients have access to vast opportunities across ASEAN and beyond.

Singapore is one of Maybank Group's largest overseas operations. Since the opening of our first branch at South Bridge Road in 1960, we have established a significant presence in the retail, wholesale and global banking markets. Maybank was identified as one of the domestic systemically important banks (D-SIBs) in 2015.

Maybank Singapore Limited, a Singapore-incorporated subsidiary with Qualifying Full Bank (QFB) privileges, offers retail (personal banking, privilege wealth, premier wealth), private wealth and SME banking services. It operates in 27 service locations. Singapore customers can also access atm5 shared ATM network - Singapore's only shared ATM network among six participating QFBs to offer a combined reach of more than 200 ATMs in Singapore.

Maybank's Singapore Branch operates the Global Banking (e.g. loans/financing, trade financing, deposits, company's operating accounts, remittances, Global Markets) business to cater to the banking needs of corporate and institutional clients.

As at December 2017, Maybank's total assets in Singapore were approximately S$65.8 billion, and is staffed by over 1,800 bank employees. With strategically located branches in the business district and suburban estates of Singapore, we are well-positioned to provide highly personalised services and locally-oriented solutions that will deliver more value to customers.

Our pursuit for business excellence standards saw Maybank being the first bank in Singapore to achieve all four certifications by Enterprise Singapore, namely Singapore Quality Class Star, Singapore Service Class, People Developer and Singapore Innovation Class at an enterprise level.

We also recognise that our employees are our best assets and place a strong emphasis on having a people-first culture. Visit our Awards and Milestones page for the listing of awards we have won over the years.