Senior Lead Engineer, ServiceNow

SPH MEDIA LIMITED; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading media organization in Singapore is looking for a Senior Lead Engineer to manage the IT Service Portal on ServiceNow. The role involves business analysis, process implementation, and ensuring solutions meet stakeholder expectations. Candidates should have deep knowledge of ServiceNow, experience in business process design, and strong communication skills. This position requires a proactive and hands-on individual with a technical background and the ability to work on multiple initiatives.

Qualifications

• Minimum of 5 years working experience with 3 years in ServiceNow.
• Experience in designing and developing business processes.
• Working knowledge of ServiceNow administration.

Responsibilities

• Gather requirements and translate into technical solutions on ServiceNow.
• Build and deliver technical solutions to meet business needs.
• Participate in prioritisation of outstanding tasks and documentation.

Skills

ServiceNow application knowledge

ServiceNow design and implementation

Integration with tools

Business process development

Communication skills

Education

Degree/Diploma in Computer Science or related field

ServiceNow Certified System Administrator or Developer

Tools

ServiceNow

AWS

Okta

JIRA

Job description

Digital Workplace Department manages an IT Service Portal for SPH Media, built on ServiceNow. It is also the platform for IT Service Management (ITSM) workflow automation including Incident Management, Service Requests, Problem and Change Management.

We are recruiting a Senior Lead Engineer to augment our team which is currently supporting the ServiceNow platform. Together with other members, the team aims to support various initiatives related to ServiceNow development, operations and administration for the company. We drive improvements, transform and optimise the way we operate our business, based on best practices and frameworks.

The scope of responsibilities includes the following:

Business Analysis

• Consult business users to gather requirements, translates to technical solutions, process flow on ServiceNow platform
• Ensure that ServiceNow solutions implemented are well maintained to meet or exceed a stakeholder’s reasonable expectations
• Aligned with ServiceNow implementation best practices in detailed design and implementation phases of engagements through recommendations and documentation

Processes

• Build, unit test and deliver the technical solutions, process flow on ServiceNow platform, to meet business needs
• Participate in end-to-end testing of the solutions where relevant
• Participate in prioritisation of outstanding tasks
• Create relevant documentation
• Communicate to business users for delivery
• Life cycle management of ServiceNow applications delivery
• Maintain the integrity of the ServiceNow tool across production and non-production environments, following established work process

Required Skills and Knowledge

• Possess deep ServiceNow application knowledge and have been widely exposed to designing and developing business processes
• Working knowledge of ServiceNow design, implementation, and administration
• Experience on ServiceNow Platform across multiple applications (ITSM / ITOM / ITAM)
• Experience with ServiceNow incident, change, problem, request, CMDB, knowledge management applications and Service Portal.
• Knowledge of ServiceNow OOTB APIs, ServiceNow best practices.
• Experience in developing and managing scripts, UI Policies, Client Scripts, Script Includes, ACLs, Business Rules, Scheduled Jobs, and related ServiceNow components.
• Experience in ServiceNow integrations, application development, custom workflows, and end-to-end implementation of platform solutions.
• Working knowledge of integrating ServiceNow with tools such as other ServiceNow instances, Okta, JIRA, AWS, SolarWinds, Nexthink, VMWare Workspace One etc.
• Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes.
• Ability to work autonomously and set priorities to meet a deadline-driven environment.
• Self-motivated, hands-on, analytical, meticulous, and fast learner with a technical background.
• Proactive and take ownership
• Strong perseverance and diligence towards attaining goals and effective time management
• Ability to manage execution of multiple initiatives, projects, and product increments delivery.
• A team player who is keen to influence others with means of new technologies
• Good written and verbal English communication skills

Qualification

• ServiceNow Certified System Administrator or ServiceNow Certified Application Developer
• Minimum of 5 years of working experience with minimum 3 years of experience in designing and developing business processes on ServiceNow Platform.
• Degree/Diploma in Computer Science or related field