Senior Officer, Servicenow Integration

FWD Group ServiceNow Developer

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.

FWD Vietnam Technology Company Limited., known as FWD VTC, was set up in 2024 and is part of the FWD Group. FWD VTC in Vietnam is one of the FWD Group's office locations serving multiple markets within the Group and employs team members in various functions including Group Technology and Operations, Group Digital & Data and our Centre of Excellence comprising cloud & infrastructure, information security, enterprise architecture and solution delivery.

Key Responsibilities

• Develop and implement new ServiceNow applications and integrations from initiation to completion, tailored to the customer requirements.
• Develop workflows and scripts to personalize existing ServiceNow applications and automate and improve business processes.
• Develop clear and concise technical & process documentation.
• Understand detailed requirements and own your code from design, implementation, test automation, and delivery of high-quality solutions to our customers.
• Design quality features and think about how the applications and solutions will evolve in the future.
• Solving complex problems in a highly dynamic and agile environment.
• Having a strong focus on code quality and reusability.
• Manage the setup, administration and configuration of ServiceNow.
• Assist in the investigation and implementation of ServiceNow improvement projects.
• Perform the full SDLC cycle task, i.e. system design, development, testing, implementation, support, maintenance and enhancement.
• Collaborate with the rest of the ServiceNow COE team, FWD countries/BUs to configure and improve core platform capabilities.

Qualifications / Experience

• 2-4 years' experience with ServiceNow administration or application development.
• Experience in using either Python or JavaScript is preferred.
• Minimum 4 years' experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.
• Experience in AWS/Azure will be a plus but not necessary.

Certifications

• ITIL V3/V4 Certification.
• Certified as ServiceNow – System Administrator (CSA).
• Certified as ServiceNow – Application Developer (CAD).
• Certified Implementation Specialist (CIS) – ITSM.
• Micro certificate – Integration Hub fundamentals.
• CIS – Discovery, CIS – Service Mapping, CIS – Software Asset Management, CIS – Hardware Asset Management will be a plus.

Knowledge & Technical Skills

• Demonstrating experience working with ServiceNow platform with the component such as ITSM pro, ITOM, IRM, BCM, ITAM, AppEngine.
• Experience working in cloud environments like Azure and AWS and the integration with ServiceNOW platform.
• Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.
• Applies standard methodology, techniques, procedures and criteria.
• Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes, e.g. GenAI integration with MS OpenAI or NOW Assist in ITSM Pro.