ServiceNow Developer***

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