System Operation Engineer (Service Now)

We are seeking a detail-oriented and technically skilled Systems Operations Engineer to join our IT team. The role is responsible for maintaining and optimizing Windows, Linux, and cloud-based systems that support critical resort operations. You’ll work across hybrid environments (on-premise and cloud), implement automation and monitoring tools, respond to incidents affecting guest services, and ensure high system availability for 24/7 resort operations. This role is key to ensuring delivery of uninterrupted, reliable systems and ICT infrastructure, contributing to IT division's goal of providing excellent IT service management.

Job Responsibilities:

Project Implementation (ServiceNow):

• As technical lead who documents the overall platform design and helps to analyze the impact of new requirements.
• Ensures platform alignment with the business strategy while adhering to corporate policies and standards, work closely with enterprise architecture team and stakeholders.
• Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions.
• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations, collaborates and business process re-engineering.

System Operations & Maintenance:

• Manage, monitor, and maintain systems across hybrid environments (on-premise and cloud).
• Ensure continuous operation of critical resort systems including PMS (Property Management Systems), POS, booking engines, surveillance, and access control systems.

Monitoring & Reliability:

• Implement proactive monitoring using tools to prevent downtime in high-traffic systems.
• Quickly respond to incidents affecting guest services or operations, and conduct thorough root cause analysis.

Automation & Configuration Management:

• Use tools like Ansible, Terraform, or PowerShell to automate provisioning and configuration.

Security & Compliance:

• Enforce security best practices across all systems in compliance with industry standards such as PCI-DSS (for gaming/payments) and GDPR (for guest data).
• Manage patching and endpoint security to protect infrastructure.

Collaboration & Documentation:

• Work closely with IT, facilities, and service departments to align infrastructure with business needs.
• Maintain detailed documentation of systems, procedures, and service records.

Job Requirements:

Required Qualifications:

• At least 5 years’ experience in systems administration or SysOps, preferably in a 24/7 operational environment (hospitality, casino, or similar). Candidates with strong relevant skills and a proven track record may also be considered.

Preferred:

• Scripting experience in PowerShell, Bash, or Python
• Experience in hospitality systems (e.g., Oracle Opera PMS, Micros POS, Casino management systems)
• Knowledge of compliance requirements: PCI-DSS, GDPR, ISO/IEC 27001
• Certifications: ServiceNow Application/Implementation Specialist, ITIL@4 Practice Manager

Skills:

• Proven end to end project management and implementation experience with the ServiceNow Platform, including ITSM modules and reporting
• Experience in supporting application integrations for security, risk, and compliance
• Strong problem-solving and analytical skills
• Strong attention to detail and commitment to uptime
• Ability to work calmly under pressure and during major events or peak resort hours
• Clear written and verbal communication for working with technical and non-technical teams
• Flexible schedule availability (some weekend/evening/on-call rotation may be required)
• Flexible to work outside regular hours (eg. Weekends, evenings, or on-call rotation) when operational needs require