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

Public Service Division; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Public Service Division is seeking a Principal / Senior Engineer, Citizen Systems (ServiceNow) in Singapore to build the next generation EFMS using ServiceNow CSM SaaS. You will develop EFMS, collaborate with stakeholders, and craft user stories to bridge business and tech teams.

You will configure and customize ServiceNow modules, integrate with internal and external systems, and work with vendors to implement the solution, contributing to citizen feedback management and service excellence.

Qualifications

• Design and implement custom application(s) on ServiceNow including integrations.
• Implementation of Now Assist capabilities on the platform.
• Understanding of data modelling, flows, validation rules, and automation tools.
• Experience in 3rd party API integrations.
• Experience with data migration through other CRM systems.

Responsibilities

• Contribute to EFMS development and feedback resolution using AI.
• Collaborate with stakeholders to gather business requirements, translate them into technical specifications, and implement solutions.
• Draft clear and actionable user stories for effective business/tech communication.
• Design, configure, and customize ServiceNow modules to optimize customer feedback management (CSM).
• Integrate ServiceNow with internal and external systems using REST/SOAP APIs, middleware, and other tools.
• Work with LTA vendors to implement the solution.

Skills

ServiceNow

CSM

APIs

Flow Designer

UI Builder

Orchestration

IntegrationHub

Agent Workspace

Virtual Agent

Education

IT / Computer Science / Engineering

Tools

REST API

SOAP API

Monitoring Tools

Job description

[What the role is]

PRINCIPAL / SENIOR ENGINEER, CITIZEN SYSTEMS (SERVICENOW)

[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.