Job Description

REQ14130 Assistant Manager, ServiceNow (Open Date: 27/02/2026)

• Work with the IT management to identify and develop plans to meet the organization requirements into the platform

• Report to the GSO director to ensure support of business needs, making sure that ServiceNow can be run smoothly in Melco Resorts & Entertainment

PRIMARY RESPONSIBILITIES:

• The design of solutions and specifications according to the needs of the organization
• Setting up, integrating and developing applications
• Provide users hands-on guidance to ensure the system is used effectively and efficiently
• Analysing technical requirements and making recommendations for more efficient and effective operation procedures
• Ensuring proper documentation, notification, escalation, tracking and follow up of all ServiceNow demands
• Develop and enforce ServiceNow standards and procedures
• Perform quality check and verification of day-to-day batch or routine systems activities
• Ability to work in a ‘Agile Project Management’ context with several people having different types of knowledge
• Standards & Documentation: Accountable for the creation of key standards and documents
• Help to leads internal development team, partners and vendors
• Thirty party monitoring, assuring that the external provider is delivering a good service following Melco standards of quality
• Provide management feedback about the new features, fixes and functionalities on each new version of the software

QUALIFICATIONS:

Experience

• Minimum 3 years’ experience with ServiceNow
• Experience with configuration, adaptation customization of ServiceNow, including integration with other tools using REST, SOAP, e-mail, etc
• Hands-on knowledge in JavaScript, Jelly, HTML, CSS, XML. Other languages are a plus
• Broad experience with different modules of the tool: ITSM, ITOM, PPM, HR, etc
• Knowledge in Discovery approaches and techniques
• Experience with troubleshooting and log analyses
• Deep understanding of out-of-the-box APIs, taking advantage of the best usage of them
• Experience leading workshops
• Deep understanding of tool in all possible products and modules
• Former experience coaching less experience analysts
• Good understanding of the platform best practices
• Previous experience analysing and proposing changes to improve the current setup

Education

• Bachelor’s degree in information technology or equivalent relevant qualifications
• At least one ServiceNow certification
• Knowledge ITIL is essential

Skills / Competencies

• Good conflict resolution skills
• Passionate by automation and digitalization
• Ability to provide accurate timeframe for the proposed solutions
• Strong analytic skills
• Fluent in English and Cantonese/Mandarin
• Ability to present ideas in user-friendly language to non-technical personnel and end users