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Senior Analyst - ServiceNow & IT Service Management

AMD· Information Technology
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Penang, MalaysiaFull-timePosted 3mo ago

About the role

Senior IT Analyst responsible for end-to-end governance of business applications, IT services, and related operational processes across AMD, including Application Portfolio Management (APM), broader ITSM duties, and AI-enabled improvements.

Responsibilities

  • Manage the Application Portfolio Management (APM) platform in ServiceNow, including oversight of APM support and day-to-day operations
  • Maintain and govern the inventory of business applications, business and technical services, and service offerings, ensuring accuracy, completeness, and compliance across all records
  • Oversee end-to-end lifecycle management of applications, including onboarding, updates, ownership changes, and decommissioning
  • Initiate and drive periodic reviews of Business Applications, Services, and Server Mappings to ensure data integrity, audit readiness, and correct relationships
  • Act as governance approver for Business Application, Business/Technical Service, Service Offering, and Application Service (Register) requests
  • Engage with requestors and IT Owners to determine the appropriate structure, classification, and capture of applications and related services
  • Apply knowledge of IT organizational structure, enterprise architecture, and service relationships to ensure correct ownership alignment and modeling
  • Proactively monitor organizational changes and drive reassignment of application and service ownership
  • Manage the portfolio of APM-related service requests with timely processing, quality review, and efficiency enhancements
  • Support governance and process execution across ITSM domains including Change Management and IT Asset Management
  • Ensure tracking, accountability, and lifecycle visibility of assets and services across systems of record
  • Drive process simplification, standardization, governance adherence, and audit readiness
  • Identify and implement improvements to streamline approvals and reduce manual effort
  • Identify and drive opportunities to leverage AI and automation to enhance APM and ITSM processes
  • Support development of AI-ready data foundations by improving data quality and structure
  • Promote an AI-first mindset for data-driven decision-making
  • Partner with cross-functional teams to align with AMD’s enterprise AI strategy
  • Engage cross-functionally with Business, IT Business Partners, and Operations teams to drive governance alignment
  • Manage APM and related service request queues to ensure timeliness and quality
  • Proactively identify and address ownership gaps due to organizational changes or role transitions
  • Support governance maturity, operational efficiency, and service transparency

Qualifications

  • 5+ years of experience in ITSM with focus in Application Portfolio Management and/or Service Governance roles (APM, Change Management, IT Asset Management)
  • Strong understanding of ServiceNow platform and enterprise IT workflows
  • Experience managing application portfolios, service governance, or asset lifecycle processes
  • Exposure to automation, analytics, or AI-driven process improvements (e.g., Power BI, scripting, AI tools)
  • Strong analytical, organizational, and stakeholder management skills
  • Ability to operate effectively in a global, cross-functional environment
  • Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience)

Skills

Required:IT Service Management (ITSM)Application Portfolio Management (APM)ServiceNow
Nice to have:AI & Automation

Benefits

  • AMD benefits at a glance
Last updated Oct 15, 2026. Interested? Apply on the company site.
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AMD delivers leadership high-performance and adaptive computing solutions to advance data center AI, AI PCs, intelligent edge devices, gaming, & beyond.

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