ServiceNow ITSM Development and Support Manager

The objective of the Manager, Platform Delivery and Support is to take ownership within Group IT Operations to enhance the ServiceNow platform by supporting the enhancement end to end from impact assessment, setup, test and transitioning support.

This role will provide ServiceNow platform expertise and solution advisory services across GIT Operations. Design, develop and deliver governed ITSM and ITOM capabilities, configurations, integrations and automation that support service insourcing, operational efficiency and continuous improvement. Ensure solutions are scalable, aligned with platform standards and business requirements, and effectively transitioned to the platform owner for ongoing maintenance and support.

Roles and Responsibilities:

• ServiceNow Solution Delivery

  Lead the design, development, testing and deployment of ServiceNow ITSM and ITOM capabilities, configurations, integrations and automation solutions that support service insourcing, operational efficiency and continuous improvement across GIT Operations. Ensure solutions meet business requirements and deliver measurable operational value.

• Platform Configuration and Custom Development

  Ensure all platform enhancements comply with ServiceNow architecture principles, platform standards, governance requirements and technical best practices. Maintain alignment with enterprise design principles to deliver scalable, secure and supportable solutions.

• Integration and Automation

  Design, build and support integrations between ServiceNow and enterprise systems using REST or SOAP APIs, IntegrationHub, import sets, transform maps, scheduled data loads and other approved integration methods. Develop reliable automation that reduces manual effort and improves process consistency.

• ITSM Process Enablement

  Translate functional and operational requirements into scalable technical solutions aligned with approved ITSM processes, controls and service management objectives. Work closely with process owners and operational teams to improve service catalogue, fulfilment workflows, routing, approvals, notifications, escalations and user experience.

• Platform Standards and Governance

  Ensure all configurations and code comply with ServiceNow architecture principles, platform standards, security requirements and technical best practices. Participate in solution reviews and maintain alignment with enterprise design principles to deliver secure, scalable, upgradeable and supportable solutions.

• Reporting and Operational Insights

  Develop and maintain ServiceNow reports, dashboards and performance views that provide visibility of ITSM process performance, service levels, operational trends and platform effectiveness. Support accurate and reliable data for operational and management decision-making.

• Stakeholder Collaboration and Advisory

  Partner with process owners, operational teams, project teams, architects, security teams, vendors and platform stakeholders to clarify requirements, assess solution options and provide practical ServiceNow technical advice. Communicate technical concepts clearly to both technical and business audiences.

• Documentation, Knowledge Transfer and Continual Improvement

  Produce and maintain technical specifications, documentation, configuration records, test evidence, deployment instructions, support procedures and knowledge articles. Ensure completed solutions are effectively transitioned to the platform owner for ongoing maintenance and support. Drive continual improvement opportunities that increase standardisation, automation and operational efficiency.

Job Requirements:

Education

• 8+ years of relevant technology experience, including substantial hands-on ServiceNow platform development, configuration, implementation and production support experience in complex enterprise environments.

• Proven hands-on delivery experience across ServiceNow ITSM capabilities, particularly Incident, Major Incident, Problem, Change, Request, Service Catalog, Knowledge and Service Level Management. •

• Strong ServiceNow scripting capability using JavaScript, Glide APIs and ServiceNow development components, including business rules, client scripts, script includes, UI policies, data policies, access controls, notifications, workflows and Flow Designer.

• Experience designing and developing catalog items, record producers, approval workflows, assignment and routing logic, integrations and reusable automation.

• Experience integrating ServiceNow with enterprise applications using REST or SOAP APIs, IntegrationHub, import sets, transform maps and approved authentication methods.

• Experience applying ServiceNow development standards, configuration-first principles, source control or update-set disciplines, testing practices and deployment governance.

• Working knowledge of CMDB and CSDM concepts and their use within ITSM processes.

• Ability to produce clear technical designs, test evidence, deployment documentation and operational support materials.

• Experience working within governed enterprise environments with defined architecture, security, change and release management processes.

• Experience collaborating with process owners, operational teams, architects, technology stakeholders, vendors and platform owners across multiple functions.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.

• ServiceNow certifications are advantageous but not required. Relevant certifications include

  • ServiceNow Certified System Administrator (CSA)

  • ServiceNow Certified Application Developer (CAD)

  • ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM)

• Additional ServiceNow credentials relevant to Flow Designer, IntegrationHub, Automated Test Framework or App Engine are considered advantageous.

• ITIL 4 Foundation also considered advantageous.

Characteristics:

• Strong analytical and problem-solving skills with the ability to evaluate requirements and recommend practical technical solutions.

• Able to communicate complex technical concepts in a clear and business friendly manner.

• Demonstrates sound judgement, accountability and a high degree of professional autonomy.

• Effective stakeholder management skills with the ability to build trusted relationships across technical and business teams.

• Able to manage multiple priorities and adapt to changing business and operational requirements.

• Collaborative and outcome-focused, with a continuous improvement mindset.

• Strong written and verbal communication skills in English.

Be part of AIA Philippines's Technology Hub, the AIA Digital+ Philippines.

We are a brand that captures AIA’s Group-led Technology, Digital and Analytics hubs dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

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At AIA and AIA Digital+, we strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to cultivate an inclusive work environment that accepts the strength of heritage and individuals.

JOIN US NOW! Be part of the Industry's certified GREAT PLACE TO WORK for and enjoy these comprehensive benefit package upon hire and upon regularization;

✅ HMO with free 4 dependents (upon hire for Principal and upon regularization for the eligible dependents)

✅ 15 days VL and 15 days SL (Pro-rated for mid-year hire)

✅ Guaranteed 14th-month pay

✅ Annual Targeted Incentive (Performance Bonus)

✅ Group Life Insurance

✅ Protection benefits, and a lot more w/c will be discussed during the job offer stage

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