ServiceNow Business Analyst

Apar Technologies; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology consulting firm in Singapore is looking for a dynamic Business Analyst to guide ServiceNow implementations across government agencies. The role focuses on digital transformation, requiring strong analytical skills and experience in enterprise SaaS platforms like ServiceNow. Candidates should have at least 4 years of relevant experience, with a proven track record of successful project delivery and stakeholder management.

Qualifications

• Minimum 4 years of experience in digital transformation or enterprise system projects.
• Proven track record of at least 2 successful ServiceNow implementations, including HR modules.
• Hands-on expertise in ServiceNow configuration and customisation.

Responsibilities

• Lead requirements gathering using human-centric design techniques.
• Guide technology selection aligned with architectural principles.
• Develop user stories, functional specifications, and oversee project delivery.
• Facilitate discovery sessions and requirements workshops.

Skills

Analytical skills

Stakeholder management

Problem-solving

Agile methodologies

Agile methodologies

Education

Diploma/Degree in Computer Science or related field

Tools

ServiceNow

AI tools

Enterprise SaaS platforms

Job description

🌟 Role Overview

We are seeking a dynamic and driven Business Analyst to join our Public Sector project team. In this pivotal role, you will lead ServiceNow implementations across government agencies, partnering closely with stakeholders to transform public service delivery through innovative digital solutions.

You will be at the forefront of digital transformation, applying human‑centric design and modern technology practices to translate complex business requirements into elegant, user‑focused solutions.

🧩 Key Responsibilities

🔍 Strategic Planning & Analysis

• Lead requirements gathering using human‑centric design and visual facilitation techniques
• Analyse current processes and systems to identify opportunities for improvement
• Develop strategic roadmaps for government digital transformation initiatives
• Apply Design Thinking to solve complex challenges with innovative, practical solutions

🛠 Technical Leadership

• Guide technology selection and implementation strategies aligned with architectural principles
• Recommend development approaches (Outsourced, Co‑sourced, In‑house)
• Ensure solutions comply with cloud architecture standards and Singapore Government Tech Stack
• Oversee ServiceNow platform capabilities and recommend best‑fit configurations

🚀 Project Delivery

• Develop user stories, functional specifications, and acceptance criteria
• Oversee ServiceNow configuration, customisation, and system integrations
• Support deployments and ensure smooth operational transition
• Lead impact analysis for change requests and continuous enhancements
• Conduct workshops, training, and knowledge‑transfer sessions

🤝 Stakeholder Management

• Build strong relationships with agency stakeholders and cross‑functional teams
• Facilitate discovery sessions and requirements workshops
• Drive user adoption through clear communication and training
• Work with technical teams to resolve operational issues and propose improvements

🎓 Required Qualifications & Experience

Education & Background

• Diploma/Degree in Computer Science, Information Technology, or related field
• Minimum 4 years of experience in digital transformation or enterprise system projects
• Proven track record of at least 2 successful ServiceNow implementations, including HR modules
• Strong experience with enterprise SaaS platforms, especially ServiceNow

Technical Competencies

• Hands‑on expertise in ServiceNow configuration, workflows, and customisation
• Experience with Agile methodologies and product‑centric delivery
• Understanding of cloud architecture and modern development practices
• Working knowledge of AI tools and emerging technologies
• Familiarity with process automation and system integration

Essential Skills

• Advanced analytical and problem‑solving capabilities
• Strong facilitation and workshop leadership skills
• Excellent stakeholder management and communication abilities
• Ability to influence decisions and drive organisational change
• Prior experience in government or large enterprise projects (preferred)

Personal Attributes

• Self‑motivated with a strong drive for outcomes
• Quick learner with an analytical mindset
• Detail‑oriented and adaptable
• Strong collaborator and team player
• Innovative thinker with creative problem‑solving skills.