Assistant Manager, ServiceNow and GenAI Engineer

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 www.fwd.com

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.

PURPOSE

• 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

• Assist the manager to lead the team to provide the day to day support on the system
• 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 driving the planning, development and implementation of ServiceNow related 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

• 3-5 years’ experience with ServiceNOW administration or application development
• Minimum 5 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.

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.
• Experience in IT service management.
• Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.
• Applies standard methodology, techniques, procedures and criteria.
• 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 OpenAI or NOW Assist in ITSM Pro.