ServiceNow Developer / ITSM Implementation Specialist

Accrets International Pte Ltd; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Accrets International Pte Ltd is seeking an experienced ServiceNow Developer / ITSM Implementation Specialist to design, develop, implement, and enhance our ServiceNow platform. You will drive ITSM, CMDB, workflow automation, and integrations across enterprise processes from incident to knowledge management.

The role emphasizes hands-on delivery, architectural thinking, and collaboration with stakeholders to translate business needs into scalable technical solutions within a 12-month

Qualifications

• Hands-on ServiceNow development and implementation experience.
• Strong ITSM, CMDB, SLA management, and Flow Designer knowledge.
• Experience with email integrations and workflow automation.

Responsibilities

• Design and enhance ITSM processes including Incident, Request, Problem, Change, Service Catalog, and Knowledge Management.
• Develop automated workflows, approvals, escalations, SLAs, dashboards, and reporting via Flow Designer.
• Implement and maintain CMDB structures, CI relationships, and asset integration.
• Configure inbound/outbound email actions, automated notifications, incident creation, and routing.
• Develop Copilot license workflows, utilization tracking, and chargeback cost allocation.
• Enhance security incident reporting, classification, escalation, and resolution workflows.
• Support AI-enabled ServiceNow capabilities and process improvements.

Skills

ServiceNow Development

ITSM Implementation

CMDB

Workflow Automation

Email Integration

Microsoft 365 Integration

AI & Automation

Tools

ServiceNow Flow Designer

Discovery

Service Mapping

IntegrationHub

Microsoft 365 Integration

Job description

We are looking for an experienced, hands-on ServiceNow Developer / ITSM Implementation Specialist to design, develop, implement, and enhance our ServiceNow platform.

The ideal candidate will have strong technical expertise in ServiceNow ITSM, CMDB, workflow automation, integrations, and service management processes.

Key Responsibilities

• ITSM Implementation: Design and enhance Incident, Request, Problem, Change, Service Catalog, and Knowledge Management processes.
• Workflow & SLA Automation: Develop automated workflows, approvals, escalations, SLA configurations, dashboards, and reporting using ServiceNow Flow Designer.
• CMDB & Asset Management: Implement and maintain CMDB structures, Configuration Item (CI) relationships, data quality, and hardware/software asset integration.
• Email Integration: Configure inbound/outbound email actions, automated notifications, incident creation, and request routing.
• Microsoft 365 License Management: Develop workflows for Copilot license allocation, rotation, approvals, utilization tracking, and cost allocation/chargeback.
• Security Incident Management: Enhance security incident reporting, classification, escalation, and resolution workflows.
• AI & Automation: Support AI-enabled ServiceNow capabilities, integrations, and process improvements.

Requirements

• Applicants must be Singapore Citizens or Singapore Permanent Residents (PRs)
• Minimum 3 years of hands-on ServiceNow development and implementation experience.
• Proven experience implementing ServiceNow ITSM, CMDB, SLA Management, and Flow Designer.
• Strong understanding of ITIL-based IT service management processes.
• Experience with ServiceNow email integrations, workflow automation, and troubleshooting.
• Ability to independently translate business requirements into scalable technical solutions.
• Strong problem-solving, communication, and stakeholder-management skills.

Preferred Qualifications

• ServiceNow certifications (CSA, CAD, or ITSM Implementation).
• Experience with Discovery, Service Mapping, IntegrationHub, and asset management.
• Experience integrating Microsoft 365, Entra ID, and enterprise/security platforms.
• Exposure to ServiceNow AI, security incident management, and license cost-allocation workflows.

Working Arrangement

This is a 12-month contract based in Singapore, open to full-time or part-time arrangements. Flexible arrangements may be considered based on experience and project requirements.

Important: We are seeking a hands‑on ServiceNow developer and implementer. Practical implementation experience is highly valued.