Senior Technical Consultant - ServiceNow

DRAKE INTERNATIONAL (SINGAPORE) LIMITED; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

Drake International (Singapore) Limited is seeking a seasoned ServiceNow Lead/Architect to design, implement, and govern scalable ServiceNow solutions. You will own technical delivery across projects, enhancements, and production support, guiding architects and engineers.

The ideal candidate has 5+ years ServiceNow experience, CSA and CAD certifications, strong JavaScript, Flow Designer, Integrations, and CI/CD, with proven leadership and stakeholder management in enterprise environments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 5+ years of ServiceNow experience across implementation, customization, administration, and support.
• Experience working in both ServiceNow implementation projects and steady-state production support environments.
• Proven experience as a ServiceNow technical lead, solution architect, or platform specialist in enterprise environments.
• Strong ServiceNow development experience, including JavaScript, Flow Designer, Integration Hub, REST/SOAP integrations, Scoped Applications, and platform customization.
• Strong experience with incident management, problem management, root cause analysis, and operational support processes.
• Hands‑on experience with ServiceNow administration, troubleshooting, integrations, code promotions, upgrades, instance cloning, and release management.
• Good understanding of SDLC, Agile/Scrum, CI/CD practices, and platform governance.
• Experience conducting design reviews, code reviews, and establishing development standards.
• Strong stakeholder management, leadership, communication, analytical, and problem-solving skills.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).

Responsibilities

• Lead design, architecture, implementation, and support of scalable, secure, and maintainable ServiceNow solutions.
• Own technical delivery across implementation projects, enhancements, operational support, and defect resolution.
• Translate business requirements into technical designs, solution architectures, and implementation plans.
• Act as the technical lead and escalation point for complex platform issues, major incidents, production support challenges, and architecture decisions.
• Lead and mentor ServiceNow engineers and support specialists, promoting technical quality and continuous learning.
• Drive incident, problem, and service request resolution, including root cause analysis and permanent corrective actions.
• Oversee platform administration activities such as troubleshooting, integrations, code promotions, releases, upgrades, instance cloning, and post-release validation.
• Establish and enforce development standards, technical governance, design reviews, and code review practices.
• Monitor platform health, performance, integrations, and operational risks to identify improvement opportunities.
• Collaborate with service desk, infrastructure, product, release, architecture, and business teams to ensure reliable service delivery.
• Support Agile delivery through estimation, sprint planning, backlog refinement, testing, deployment, and continuous improvement.
• Promote use of out-of-the-box capabilities, automation, and new ServiceNow features to deliver business value.

Skills

ServiceNow development

JavaScript

Flow Designer

Integration Hub

REST/SOAP integrations

CI/CD practices

Leadership

Stakeholder management

Incident management

Platform governance

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline

Tools

ServiceNow

Job description

Your Key Responsibilities

• Lead the design, architecture, implementation, and support of scalable, secure, and maintainable ServiceNow solutions.
• Own technical delivery across implementation projects, enhancements, operational support, and defect resolution.
• Translate business requirements into technical designs, solution architectures, and implementation plans.
• Act as the technical lead and escalation point for complex platform issues, major incidents, production support challenges, and architecture decisions.
• Lead and mentor ServiceNow engineers and support specialists, promoting technical quality and continuous learning.
• Drive incident, problem, and service request resolution, including root cause analysis and permanent corrective actions.
• Oversee platform administration activities such as troubleshooting, integrations, code promotions, releases, upgrades, instance cloning, and post-release validation.
• Establish and enforce development standards, technical governance, design reviews, and code review practices.
• Monitor platform health, performance, integrations, and operational risks to identify improvement opportunities.
• Collaborate with service desk, infrastructure, product, release, architecture, and business teams to ensure reliable service delivery.
• Support Agile delivery through estimation, sprint planning, backlog refinement, testing, deployment, and continuous improvement.
• Promote use of out-of-the-box capabilities, automation, and new ServiceNow features to deliver business value.

To Qualify for the Role, You Must Have

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Minimum 5 years of ServiceNow experience across implementation, customization, administration, and support.
• Experience working in both ServiceNow implementation projects and steady-state production support environments.
• Proven experience as a ServiceNow technical lead, solution architect, or platform specialist in enterprise environments.
• Strong ServiceNow development experience, including JavaScript, Flow Designer, Integration Hub, REST/SOAP integrations, Scoped Applications, and platform customization.
• Strong experience with incident management, problem management, root cause analysis, and operational support processes.
• Hands‑on experience with ServiceNow administration, troubleshooting, integrations, code promotions, upgrades, instance cloning, and release management.
• Good understanding of SDLC, Agile/Scrum, CI/CD practices, and platform governance.
• Experience conducting design reviews, code reviews, and establishing development standards.
• Strong stakeholder management, leadership, communication, analytical, and problem-solving skills.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).

Ideally, You'll Also Have

• ServiceNow Certified Implementation Specialist (CIS) certifications.
• ServiceNow Certified Technical Architect (CTA) certification.
• ServiceNow micro-certifications or other continuous learning achievements.
• Experience delivering ServiceNow solutions in regulated industries such as Banking, Financial Services, Insurance, Healthcare, or Government.
• Experience leading distributed teams and working with global stakeholders.
• Customer-focused mindset with experience improving service quality, platform stability, and operational performance.

What We Look For

A motivated and results-driven ServiceNow professional with strong technical leadership, architecture, and operational support experience.

The ideal candidate has delivered implementation projects and supported steady-state production environments, with the ability to manage complex incidents, guide technical teams, and deliver scalable ServiceNow solutions. Success in this role requires strong stakeholder management, deep technical expertise, mentoring capability, and a focus on service reliability, innovation, and continuous platform improvement.