Business Analyst (ServiceNow Specialist)
Location: Singapore
Eligibility: Singapore Citizens, Permanent Residents (PR), or candidates holding a valid Employment Pass (EP)
Role Overview
Act as the key liaison between business stakeholders and technical teams for ServiceNow implementations, focusing on Public Sector Digital Services (PSDS), Customer Service Management (CSM), and App Engine projects. Translate complex business requirements into actionable solutions, ensure seamless system integration, and optimise service delivery.
Key Responsibilities
1. Requirements & Process Analysis
- Lead requirements gathering using human-centric design and visual techniques.
- Analyse current systems to identify improvement opportunities.
- Apply Design Thinking methodologies to solve complex problems.
- Map citizen service processes (PSDS & CSM) and design optimised workflows.
- Create user stories and translate them into ServiceNow platform capabilities.
- Identify opportunities for analytics integration and automation.
2. Data Management
- Conduct data analysis, mapping, and visualisation.
- Handle data migration and ETL processes for ServiceNow implementations.
- Analyse data quality issues and define validation rules.
3. Stakeholder Management & Integration
- Serve as primary liaison between business users, technical teams, and stakeholders.
- Facilitate impact assessments, testing coordination, and knowledge transfer sessions.
- Present updates to steering committees and leadership.
4. Project Delivery
- Develop detailed user stories, functional specifications, and acceptance criteria.
- Oversee platform configuration, customisation, and integration.
- Manage solution deployment and operational transitions.
- Conduct impact analysis and facilitate workshops/training.
Required Qualifications & Experience
Education
- Diploma/Degree in Computer Science, Information Technology, or related field.
Professional Experience
- Minimum 4 years as a Business Analyst in similar roles.
- Proven track record of at least 2 successful ServiceNow implementations (preferred).
- Strong exposure to Agile methodologies and enterprise SaaS platforms.
- Familiarity with Cloud computing and AI tools is advantageous.
Technical Skills
- ServiceNow platform configuration and customisation.
- Agile methodology expertise and product-centric delivery experience.
- Knowledge of cloud architecture, process automation, and system integration.
Essential Skills & Attributes
- Advanced analytical and problem-solving skills.
- Strong facilitation and workshop leadership abilities.
- Excellent stakeholder management and communication.
- Ability to influence and drive change in large enterprises or government projects.
- Self-motivated, detail-oriented, adaptable, and innovative.
- Strong collaboration and team-playing mindset.
Interested Candidates Can Share Their Update Resume on [Confidential Information]
