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

Land Transport Authority; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Land Transport Authority in Singapore is seeking a Principal / Senior Engineer, Citizen Systems (ServiceNow) to lead the development of EFMS using ServiceNow CSM SaaS, handling citizen feedback, 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.

You will design, customize, and integrate ServiceNow modules, collaborate with stakeholders, draft user stories, and work with vendors to implement

Qualifications

• Knowledge in IT, Computer Science, Engineering or a related field.
• Experience with ServiceNow platform capabilities (Flow Designer, Workflow, Orchestration).
• Experience with 3rd party API integrations and data migration.

Responsibilities

• Contribute to EFMS development and citizen feedback resolution using AI.
• Collaborate with stakeholders to gather requirements and translate into technical specs.
• Draft clear user stories to enable business-technical communication.
• Design, configure, and customize ServiceNow modules (CSM) to optimize citizen feedback management.
• Integrate ServiceNow with internal and external systems via REST/SOAP APIs, middleware, and other tools.
• Work with vendors to implement solutions.

Skills

ServiceNow

CSM

APIs

Workflows

Orchestration

Flow Designer

Agent Workspace

Education

IT/CS/Engineering

Tools

REST/SOAP APIs

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.

About Land Transport Authority

The Land Transport Authority (LTA) is a statutory board under Ministry of Transport that spearheads land transport developments in Singapore. We are seeking dynamic, energetic, highly motivated, passionate and qualified professionals to join us.Many opportunities & challenges await those who are keen on an exciting career to realise our commitment to envision & implement an integrated transport system.