Senior ServiceNow Developer

This will be a 1-year renewable contract position based in One North.

Responsibilities

• Design, develop, and maintain ServiceNow solutions across ITSM, ITOM, App Engine, and CMDB modules.
• Define solution architecture patterns for workflows, data models, integrations, and security to reduce technical debt and inconsistency. Ensure adherence to scoped development practices, naming conventions, update set/source control discipline, separation of duties, and release readiness criteria.
• Ensure of platform scalability, maintainability, and adherence to governance standards.
• Configuration and optimization of core ITSM modules (Incident, Problem, Change, Request, Knowledge Management, Service Catalogue) and ITOM modules (Discovery, Service Mapping, Event Management, Cloud Discovery).
• Development and enhancement of discovery patterns, custom probes, and sensors to improve automated CI population and reconciliation. Optimizing and implementing Service Mapping across all mapping approaches (top-down, traffic-based, tag-based, pattern-based).
• Ensure accurate visibility of business services and their dependencies.
• Responsible for and maintain the Configuration Management Database (CMDB) including Common Service Data Model (CSDM) alignment, CMDB Health Dashboard monitoring, CMDB 360 and Data Manager configuration, data normalisation, identification rules, and CI relationship mapping.
• To implement data quality controls, conduct regular audits, manage CMDB lifecycle, and ensure audit readiness for compliance requirements.
• Developing and configuring workflows using ServiceNow's low-code/no-code App Engine capabilities.
• Designing custom applications, Flow Designer automations, and scripted solutions (Business Rules, Client Scripts, Script Includes, Glide APIs).
• Developing record producers, order guides, variable sets, and UI Builder/Workspace components to support enterprise service management expansion and improve self-service experiences.
• Responsible for the implementation and optimization of AI-enabled capabilities including Now Assist (Gen AI) for ITSM & ITOM, Virtual Agent, Predictive Intelligence for Incident Management, and AI Search to enhance process automation, self-service, and user experience.
• Designing and maintaining integrations with enterprise systems via REST/SOAP APIs, IntegrationHub spokes, MID Server patterns, LDAP, ODBC/JDBC, PowerShell, SSH, and file-based methods (CSV, XLS, XML). Implement robust error handling, retry logic, and idempotency patterns.
• Managing credential configurations, integration monitoring/alerting, and ensure platform connectivity across ecosystem.
• Governing and implementing role-based access controls (ACLs), data policies, security rules, and least-privilege principles across the ServiceNow platform.
• Perform periodic ACL audits and privileged role reviews.
• Provide support to audit evidence collection, compliance requirements.
• Ensure secure scripting practices are followed across all development activities.
• Closely monitor and constantly optimize platform health including slow transactions, long-running scripts, scheduled job performance, and UI load times.
• Leverage Instance Scan/HealthScan tools to identify misconfigurations and performance issues proactively.
• Perform periodic security and performance reviews to maintain platform stability and user experience.
• Responsible for the full software development lifecycle (SDLC) for ServiceNow development, from technical design through build, testing, release, and post-release validation.
• Managing update sets and/or application repository, deployment runbooks, and CI/CD pipelines (if applicable).
• Provide support to upgrade readiness planning including impact analysis, deprecated API remediation, and plugin usage review.
• Produce and maintain Automated Test Framework (ATF) test suites and regression strategies for critical workflows and high-change areas. Ensure high test coverage to reduce regressions, improve upgrade safety, and validate changes with structured test plans prior to production deployment.
• To analyze and streamline current ITSM/ITOM processes, recommend improvements aligned with ITIL standards, and engage with stakeholders across ITSS and corporate divisions to translate business requirements into scalable ServiceNow solutions.
• Provide advise on UX and adoption for portals, catalogue items, and knowledge content to improve self-service success rates.
• Develop runbooks, troubleshooting guides, and developer documentation for operational repeatability.
• Provide support to roadmap planning and continuous improvement initiatives.
• Source of technical leadership, guidance, and mentoring to ServiceNow developers.
• Responsible for technical design reviews, set technical standards, and influence platform decisions through architecture reviews and proposals.
• Perform code/configuration reviews, establish coding standards, and ensure knowledge transfer within the team.
• Early risks detection and escalation, negotiate scope tradeoffs, and align stakeholders on feasible delivery plans.

Requirements

• Degree in Computer Science, Information Technology, or related discipline.
• 5–7 years of working experience in ServiceNow platform development and administration, with demonstrated expertise in ITSM, ITOM, CMDB, and App Engine.
• Must possess ServiceNow Certified System Administrator (CSA)
• Exposure to Service Portal, UI Builder, and Workspace development.
• Strong proficiency across ITSM, ITOM, CMDB, App Engine, and Service Portal/Workspace modules, including advanced scripting (JavaScript, Glide API) and platform configuration.
• Sound understanding of ITIL v3/v4 practices for Incident, Problem, Change, Service Request, and Configuration Management processes.
• Able to translate complex business requirements into scalable, maintainable ServiceNow solutions aligned with CSDM and platform best practices.
• Experience in designing and troubleshooting REST/SOAP integrations, IntegrationHub spokes, orchestration, and data flows between ServiceNow and external enterprise systems.
• Exposure to ACL design, role-based access control, data policies, secure scripting practices, and audit readiness.
• Experience in supporting compliance evidence collection.
• Able to diagnose slow transactions, optimize scripts and queries, leverage Instance Scan/HealthScan, and maintain platform health.
• Experience in update set management, application repository, deployment pipelines, and environment promotion across dev/test/prod instances.
• Skilled in analyzing platform performance, identifying root causes, and driving data-driven improvements using Platform Analytics and reporting dashboards.
• Able to explain technical architecture and platform matters clearly to both technical teams and non-technical senior management audiences.
• Adept in guiding developers, conduct design reviews, drive governance standards, and raise the overall technical maturity of the ServiceNow team.

Advantageous to have

• Certified Implementation Specialist (CIS-ITSM, CIS-ITOM, or CIS-Discovery) or Certified Application Developer (CAD).
• Working experience with Now Assist / Gen AI capabilities, Virtual Agent, and Predictive Intelligence.
• Working experience with Automated Test Framework (ATF) and regression testing strategies.
• Prior experience in public sector or government IT environments.
• Sound knowledge of ITIL v3/v4 framework; ITIL Foundation certification.

Ethos Search Associates Pte. Ltd.

EA License No: 13C6655

EA Reg No: R1988580 Jacky Chong