Servicenow Manager

About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit

FWD Vietnam Technology Company Limited., known as FWD VTC, was set up in 2024 and is part of FWD Group. FWD VTC in Vietnam is one of 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.
- Implements computer system requirements by defining and analyzing system problems, designing and testing standards and solutions
- Develop solution by preparing and evaluating alternative workflow solutions.
- Interact with users for collecting requirements and providing technical solutions
- Provide guidance for junior developers to complete tasks
- Get used to the Agile development process and reach the goal of each sprint
- Implement the requirements by defining and analyzing system problems; designing and testing standards and solutions.

KEY ACCOUNTABILITIES
- Leading the team in VTC to provide day to day support on the system.
- Designs and delivers ServiceNOW solutions with a technical architecture designed for long term success and following ServiceNOW technical standards and leading practices.
- Assess the organization’s current processes and define future-state processes, work closely with Architects within the organization.
- Provide oversight and unit testing of code developed by a partner or internal employees. Ready to deliver the code hands-on if needed.
- Review business processes to map and take advantage of the ServiceNOW platform capabilities to improve business processes.
- The ability to find solutions to complex issues, including identifying the problem, gathering requirements, analyzing situations, evaluating possible solutions, and choosing the best course of action to solve the problem. Should be able to troubleshoot the technical issue.
- Guides business stakeholders and teams in completing required documentation such as business requirement documents for technical aspects of the solution.
- Responsible for writing the technical documents, so that developers can follow and deliver it.

automation, and delivery of high
- quality solutions to our customers
- 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 in accordance with ITIL best practices.

QUALIFICATIONS / EXPERIENCE
- 8+ years’ experience with technical solution design and delivery of ServiceNow solutions
- Minimum 5 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.
- Experience with ServiceNOW technologies, especially in ITSM/CMDB/ITOM/ITAM

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
- Experience working in cloud environments like Azure and AWS and the integration with ServiceNOW platform.
- Experience with web technologies (XML, HTML, JavaScript, Web services etc), App Engine Studio, Flow Designer, Workflows and working in a SaaS environment.
- Experience in IT service management.
- Applies standard methodology, techniques, procedures and criteria.
- Experience working with Agile methodologies.
- Excellent communication skills (English preferred) and a business centric attitude
- Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results.
- Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes, e.g. GenAI integration with MS