[LTA-ITCD] PRINCIPAL / SENIOR ENGINEER, CITIZEN SYSTEMS (SERVICENOW)

What the role is

What you will be working on

You will be part of the team to develop next generation Enterprise Feedback Management System (EFMS) using ServiceNow Customer Service Management (CSM) SaaS to manage citizen feedback such as public feedback on LTA services and assets, central call centre, road closures/works applications and bike sharing services. EFMS is crucial to LTA in delivering a good and safe land transport system.

Your responsibilities will include:

. contributing to the development of EFMS and feedback resolution processes using AI

. Collaborate with stakeholders to gather business requirements, translate them into technical specifications, and implement solutions aligned with business needs

. Draft clear and actionable user stories, supporting effective communication between business and technical teams

. Design, configure, and customize ServiceNow modules to optimize customer feedback management such as Customer Service Management (CSM).

. Integrate ServiceNow with other internal (such as asset management system, etc) and external systems (such as oneservice, etc) using REST/SOAP APIs, middleware, and other integration tools

. Work with LTA vendor(s) to implement solution

What we are looking for

. Knowledge in IT, Computer Science, Engineering or a related field

Development/Customization Experience

. Design and implement custom application(s) and integrations using ServiceNow's platform capabilities, including Flow Designer, Workflow, and Orchestration

. Implementation of ServiceNow Now Assist capabilities

. Understanding of data modelling, flows, validation rules, and automation tools.

. Experience in 3rd party API integrations.

. Experience with data migration through other custom CRM

Configuration Experience

. Experience in workflows, Flow Designer, IntegrationHub, UI Builder, and scripting

. Worked on integrations of ServiceNow Monitoring Tools

. Knowledge of Agent workspace and Virtual agent

. Hands-on configuration experience in administration setup, e.g., managing org, users, profiles, roles, security controls, data & support processes configuration

. Experience in report & dashboard configuration

. ServiceNow certifications such CAD (Certified Application Developer) will be an added advantage.