Sr IT Asset Configuration Management Specialist (Reporting and Analytics)

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

ABOUT US

Were the worlds leading provider of secure financial messaging services headquartered in Belgium. We are the way the world moves value across borders through cities and overseas. No other organisation can address the scale precision pace and trust that this demands and were proud to support the global economy.

Were unique too. We were established to find a better way for the global financial community to move value a reliable safe and secure approach that the community can trust completely. Were always striving to be better and are constantly evolving in an ever-changing landscape without undermining that trust. Five decades on our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently test exhaustively then implement a connected and exciting era our mission has never been more relevant. Swift now has a presence in 200 countries and legal territories to serve a community of more than 12000 banks and financial institutions.

About the role

The Reporting & Analytics Lead (ITSM & ITACM / ServiceNow) is responsible for establishing and operating a metrics dashboarding and insights capability that enables proactive operational control and management visibility across IT Service Management (ITSM) and IT Asset & Configuration Management (ITACM). The role designs and runs KPI frameworks dashboards and insight routines within ServiceNow with CMDB/CSDM as the foundation for service asset and configuration (SACM) based reporting.

This role is embedded in the ITSM Operations team and works closely with Process Owners Operations Leads and ServiceNow Tooling teams to deliver data-driven improvements through trusted measurement actionable insights and repeatable reporting governance. (Individual contributor role; leadership is through influence and governance.)

This role is expected to:

Provide near real-time visibility and early warning indicators for service operations (trends exceptions anomalies) to support operational and management decision-making.
Create a single trusted measurement system for ITSM and CMDB health with a repeatable operating rhythm.
Translate metrics into action: drive prioritization remediation tracking and measurable improvement that uplifts data quality and reduces operational risk.

Core responsibilities

1. CMDB / CSDM Health and ITSM & ITACM Reporting

Own CMDB/CSDM health measurement and reporting (e.g. completeness correctness compliance relationship integrity ownership coverage lifecycle integrity).
Lead the design and maintenance of ITSM KPI frameworks aligned to service outcomes.
Build and maintain ServiceNow CMDB/CSDM and ITSM dashboards and scorecards (ServiceNow Reporting Platform Analytics / Performance Analytics as applicable).
Produce monthly reporting packs and provide actionable insights: trends exceptions root-cause themes gaps and discrepancies and recommended priorities.

2. Data Quality Insight & Exception Management

Establish automated reporting routines and alerting for threshold breaches and anomaly signals (exception-based reporting).
Partner with operations and tooling teams to reduce recurring data issues (e.g. discovery coverage gaps lifecycle/status integrity ownership and relationship quality).
Maintain an exception funnel with clear ownership and progress tracking and demonstrate measurable improvement over time.

3. CMDB Metrics Governance Execution

Operationalize CMDB metrics governance by maintaining data definitions KPI catalogues reporting standards and auditable reporting practices (definitions thresholds cadence evidence trail).
Drive stakeholder alignment and facilitate governance cadence for CMDB health KPIs ensuring teams adopt consistent measurement and reporting practices.
Identify and escalate systemic issues and decision points to Operations Leads / Process Owners / Platform Owners / Leadership with clear options and impact analysis.

4. Stakeholder Enablement & Decision Support

Engage stakeholders across ITSM ITACM CMDB/CSDM Request Management and Tooling to align measures with service outcomes.
Translate insights into actionable priorities by facilitating working sessions to agree targets thresholds remediation ownership and backlog priority.

Minimum requirements

67 years in IT operations / ITSM / IT governance / service management environments with strong analytics and reporting ownership.
35 years hands-on experience building dashboards and reports in ServiceNow (Platform Analytics / Performance Analytics and/or ServiceNow Reporting).
Strong understanding of ITSM processes (Incident Request Change Problem) and how operational KPIs drive behavior and outcomes.
Solid understanding of CMDB fundamentals and service models; familiarity with CSDM concepts (service application relationships) is highly desirable.
Demonstrated ability to translate complex operational data into clear insights and prioritized actions.
Strong stakeholder management and communication skills (written and verbal) able to work across multiple teams and seniority levels.

Good to have

Experience running a governance forum or operational cadence (e.g. monthly health review data council controls reporting).
ITIL v4 Foundation (or equivalent).
ServiceNow certification(s) relevant to CMDB and/or analytics (Platform Analytics / Performance Analytics).
Experience with audit / compliance evidence production in regulated environments

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals like you with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyones voice counts and where you can reach your full potential.

We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview please contact or indicate this in your application.

Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision hearing or neurodiversity).

All requests are confidential and will not affect your candidacy.

Dont meet every single requirement At Swift we are dedicated to building a workplace where people can bring their full selves and ideas to the team so if you are excited about this role we encourage you to apply even if you do not meet every single qualification.

Required Experience:

Senior IC

ABOUT USWere the worlds leading provider of secure financial messaging services headquartered in Belgium. We are the way the world moves value across borders through cities and overseas. No other organisation can address the scale precision pace and trust that this demands and were proud to support...