About this role
This will be a 1-year renewable contract position based in One North. Responsibilities • ServiceNow ITSM modules configuration and maintenance (Incident, Problem, Change, Request, Knowledge Management, Service Catalogue). • Configuration of forms, lists, dictionary entries, notifications, and SLAs. Troubleshoot and resolve platform issues including failed flows, ACL-related access issues, and performance degradation. Implement configuration enhancements. • Produce and configure IT and non-IT workflows using ServiceNow's low-code/no-code capabilities. • Create scripted solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer. • Develop record producers, variable sets, order guides, catalogue client scripts, and fulfilment task structures. • Leverage on Gen AI functionalities (Now Assist) to enhance user interactions where applicable. • Provide support to the configuration and maintenance of ITOM modules including Discovery, Service Mapping, Event Management, and Cloud Discovery. • Provide assistance to the configuration discovery patterns and schedules, service mapping configurations, and event management rules. • Ensure accurate infrastructure visibility and CI data flows into the CMDB. • Provide administration and maintenance to the Configuration Management Database (CMDB), including CI record management, relationship mapping, data quality checks, and alignment with the Common Service Data Model (CSDM). • To develop and maintain data models, transform maps, and import sets to ensure accurate data flows. • Constant monitoring of the CMDB Health Dashboard and address data integrity issues. • Provide support to CMDB governance, lifecycle management, and audit readiness. • Collaborate with stakeholders to identify new IT and non-IT catalogue items, design user-friendly form interfaces, and configure SLAs and fulfilment workflows. • Perpetual enhancement of catalogue items based on user needs and feedback to improve service delivery and reduce turnaround time. • To support the implementation of the Queries Management module for IT and non-IT queries and feedback. • Develop and support integrations with enterprise systems using REST/SOAP APIs, IntegrationHub spokes, and MID Server patterns. • Implementation of error handling, retry logic, and secure data exchange. • To troubleshoot integration issues, monitor integration transaction logs, and ensure platform interoperability across the ecosystem. • Produce interactive dashboards, widgets, and workspaces within ServiceNow. • Create and maintain reports using Platform Analytics, ITSM Success Dashboard, and Performance Analytics. • Produce KPI/KRI metrics and performance reports to derive insights and support data-driven operational improvement. • To implement role-based access controls (ACLs), UI policies for data protection, and secure scripting practices across assigned development work. • Provide support to audit evidence collection and maintain compliance with platform security standards. • Design and customize Service Portal pages, widgets, and UI Builder workspaces to build intuitive, scalable, and user-focused front-end experiences. • Work with HTML, CSS, AngularJS (for portal), and UI Builder components to improve self-service adoption and user experience. • Responsible for package changes using update sets or application repository. • Provide support to release validation, post-release monitoring, and environment promotion across dev/test/prod instances. • Maintenance of deployment checklists and rollback plans for production releases. • Be a part of User Acceptance Testing (UAT) and develop Automated Test Framework (ATF) test cases for critical workflows. • Develop and maintain regression test plans for platform enhancements and new releases. • Ensure compliance with development and security guidelines. • ITSM processes analysis and improvement for incident, change, problem, and service request management. • Produce documentation for process improvements, configuration changes, and platform updates. • Create runbooks, troubleshooting guides, and knowledge articles to support operational repeatability and knowledge management practices. • Ensure processes are aligned with ITIL standards. • Liaise with end-users and stakeholders across ITSS and corporate divisions on service management matters, requirements gathering, and solution delivery. • Presentation of working solutions in sprint reviews and create enablement materials for support teams and end users. Requirements • Degree in Computer Science, Information Technology, Information Systems, or related discipline. • 3–5 years of working experience in ServiceNow platform development, configuration, or administration, with working knowledge of ITSM, ITOM, and CMDB modules. • Intermediate proficiency in ServiceNow platform configuration across ITSM, ITOM, CMDB, and Service Portal modules, including scripting (JavaScript, Glide API) and Flow Designer. • Intermediate proficiency in JavaScript and ServiceNow scripting (Business Rules, Client Scripts, Script Includes, Glide API, Flow Designer). Ability to write clean, performant, and maintainable code. • Sound understanding of ITIL v3/v4 practices for Incident, Problem, Change, Service Request, and Configuration Management processes. • Working experience in building and troubleshooting REST/SOAP API integrations, IntegrationHub spokes, and MID Server connections within ServiceNow. • Good knowledge of update set management, application repository, and environment promotion processes (dev/test/prod). • Good knowledge of ACLs, roles, data policies, and secure scripting practices. Ability to support audit evidence collection and compliance requirements. • Able to build Service Portal widgets, UI pages, and UI Builder workspace components to deliver intuitive self-service experiences. • Able to handle CMDB data, maintain data accuracy, build transform maps and import sets, and create reports and dashboards within ServiceNow Platform Analytics. • Able to interpret service data, identify trends, and provide insights for process and platform improvement. • Able to ensure accuracy in platform configurations, CMDB records, catalogue items, and technical documentation. • Able to explain technical configurations and service management matters clearly to both technical and non-technical audiences. Advantageous • ServiceNow Certified System Administrator (CSA) is mandatory; Certified Implementation Specialist (CIS-ITSM) or Certified Application Developer (CAD). • Sound understanding of ITIL v3/v4 framework; ITIL Foundation certification. • Working experience with ServiceNow integrations (REST/SOAP APIs, Integration Hub, MID Server) and App Engine development. • Working experience with Service Portal and/or UI Builder development. • Exposed to Automated Test Framework (ATF). • Exposed to Now Assist / Gen AI capabilities and Virtual Agent configuration. • Prior experience in public sector or government IT environments. Ethos Search Associates Pte. Ltd. EA License No: 13C6655 EA Reg No: R1988580 Jacky Chong
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