ServiceNow Developer / ITSM Implementation Specialist

ACCRETS INTERNATIONAL PTE. LTD.; Dublin; On-site; EUR 63,000 - 105,000; Full time

Job summary

ACCRETS INTERNATIONAL PTE. LTD. is seeking an experienced ServiceNow Developer / ITSM Implementation Specialist to design, develop, and enhance our ServiceNow platform.

The role focuses on ITSM, CMDB, and automation, with expertise in Flow Designer and integrations. You will implement workflows, manage assets and licensing processes for Microsoft 365, and contribute to AI-enabled capabilities and security incident workflows.

Qualifications

• Hands-on experience designing and implementing ITSM processes (Incidents, Problems, Changes, Service Catalog).
• Proven ability to architect CMDB structures and maintain data quality.
• Strong scripting and automation skills in ServiceNow and REST/SOAP integrations.

Responsibilities

• Design and enhance ITSM processes including Incident, Request, Problem, Change, Service Catalog, and Knowledge Management.
• Develop automated workflows, approvals, escalations, and dashboards using Flow Designer.
• Implement and maintain CMDB structures and CI relationships; integrate hardware/software assets.
• Configure inbound/outbound email actions, notifications, and routing for incidents and requests.
• Develop workflows for Microsoft 365 licenses, approvals, utilization tracking, and cost allocation.
• Enhance security incident reporting, classification, escalation, and resolution workflows.
• Support AI-enabled ServiceNow capabilities, integrations, and process improvements.
• Build and maintain integrations using REST/SOAP APIs and IntegrationHub; implement Business Rules, Client Scripts, and UI Policies.

Skills

ITSM

Workflow automation

SLA management

ServiceNow

JavaScript

REST/SOAP APIs

IntegrationHub

CI/CD integrations

Communication

Stakeholder management

Tools

ServiceNow ITSM suite

Flow Designer

CMDB

REST

SOAP

UI Policies

Business Rules

Client Scripts

Job description

We are looking for an experienced, hands-on ServiceNow Developer / ITSM Implementation Specialist to design, develop, implement, and enhance our ServiceNow platform.

The ideal candidate will have strong technical expertise in ServiceNow ITSM, CMDB, workflow automation, integrations, and service management processes.

Key Responsibilities

• ITSM Implementation: Design and enhance Incident, Request, Problem, Change, Service Catalog, and Knowledge Management processes.
• Workflow & SLA Automation: Develop automated workflows, approvals, escalations, SLA configurations, dashboards, and reporting using ServiceNow Flow Designer.
• CMDB & Asset Management: Implement and maintain CMDB structures, Configuration Item (CI) relationships, data quality, and hardware/software asset integration.
• Email Integration: Configure inbound/outbound email actions, automated notifications, incident creation, and request routing.
• Microsoft 365 License Management: Develop workflows for Copilot license allocation, rotation, approvals, utilization tracking, and cost allocation/chargeback.
• Security Incident Management: Enhance security incident reporting, classification, escalation, and resolution workflows.
• AI & Automation: Support AI-enabled ServiceNow capabilities, integrations, and process improvements.
• Technical Development: Build and maintain integrations using REST/SOAP APIs, IntegrationHub, JavaScript, Business Rules, Client Scripts, and UI Policies.

Requirements

• Applicants must be Singapore Citizens or Singapore Permanent Residents (PRs)
• Minimum3 years of hands-on ServiceNow development and implementation experience.
• Proven experience implementing ServiceNow ITSM, CMDB, SLA Management, and Flow Designer.
• Strong understanding of ITIL-based IT service management processes.
• Proficiency in JavaScript, Business Rules, Client Scripts, UI Policies, and REST/SOAP APIs.
• Experience with ServiceNow email integrations, workflow automation, and troubleshooting.
• Ability to independently translate business requirements into scalable technical solutions.
• Strong problem-solving, communication, and stakeholder-management skills.

Preferred Qualifications

• ServiceNow certifications (CSA, CAD, or ITSM Implementation).
• Experience with Discovery, Service Mapping, IntegrationHub, and asset management.
• Experience integrating Microsoft 365, Entra ID, and enterprise/security platforms.
• Exposure to ServiceNow AI, security incident management, and license cost-allocation workflows.

Working Arrangement

This is a 12-month contract based in Singapore, open to full-time or part-time arrangements. Flexible arrangements may be considered based on experience and project requirements.