ITSM Lead

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain. 
 

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 130,000 acceptance points in the country as well as online payments.

Position Summary

The NETS ITSM Lead is responsible for the effective implementation, administration, and maintenance of the IT Service Management (ITSM) platform, primarily focusing on the ServiceNow platform (or similar ITSM tool). This role ensures the platform's alignment with ITIL best practices and supports the delivery of high-quality IT services to the organization. The Specialist will collaborate with various IT teams to automate workflows, improve processes, and enhance the overall user experience.

Key Responsibilities

• Platform Administration & Maintenance:
  • Administer and maintain the NETS ITSM platform (e.g., ServiceNow), including user management, security configuration, upgrades, and patching
  • Monitor system performance and stability, proactively identifying and resolving issues
  • Manage and maintain integration with other systems
  • Develop and maintain system documentation, including configuration guides, user manuals, and knowledge base articles
• ITSM Process Implementation & Improvement:
  • Contribute to the design, implementation, and improvement of ITSM processes based on ITIL framework (e.g., Incident Management, Problem Management, Change Management, Request Fulfillment)
  • Configure and customize the ITSM platform to support these processes, including workflows, forms, notifications, and reports
  • Collaborate with IT teams to identify areas for process improvement and automation
• Development & Customization:
  • Develop and customize ITSM platform functionalities using scripting (e.g., JavaScript), workflows, and other configuration tools
  • Create and maintain reports and dashboards to track key performance indicators (KPIs) and identify trends
  • Develop and maintain integration with other IT systems
• User Support & Training:
  • Provide support to end-users on the use of the ITSM platform
  • Develop and deliver training materials and conduct training sessions for IT staff and end users
  • Troubleshoot and resolve user issues related to the platform
• Collaboration & Communication:
  • Work closely with IT teams, business stakeholders, and vendors to understand requirements and deliver effective solutions
  • Communicate effectively with technical and non-technical audiences
  • Participate in project teams and contribute to the overall success of IT initiatives
• Continuous Improvement:
  • Stay up-to-date with the latest ITSM trends and technologies
  • Identify opportunities to improve the ITSM platform and processes
  • Participate in industry forums and training sessions

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven experience in administering and maintaining an ITSM platform (e.g., ServiceNow, Remedy, Cherwell). Specific experience with ServiceNow is highly desirable
• Strong understanding of ITIL framework and best practices. ITIL certification is a plus
• Experience in scripting (e.g., JavaScript, PowerShell) and other platform customization tools
• Experience with integrating ITSM platforms with other systems
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Experience in a NETS or payment processing environment is a plus

Preferred Skills and Certification:

• ServiceNow System Administrator certification
• Experience with Agile methodologies
• Knowledge of database administration
• Experience with reporting and analytics tools

Network for Electronic Transfers (Singapore) Pte Ltd.