ServiceNow Technical Consultant (CSM) Contract

ICON OUTSOURCING; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

ICON OUTSOURCING in Singapore is seeking an experienced Business Analyst to lead requirements gathering for ServiceNow solutions (CSM, ITSM, HRSD). You'll run stakeholder workshops, translate business needs into user stories, BRDs and acceptance criteria, and collaborate with product owners and developers on backlog and sprint planning.

The role includes leading UAT, supporting release readiness, and driving adoption across ITSM, CSM and HRSD, with exposure to GenAI features like Now Assist.

Qualifications

• 4+ years of hands-on Business Analysis on ServiceNow (CSM, ITSM, HRSD).
• Strong requirements engineering and stakeholder management.
• Agile/Scrum delivery experience.
• Experience with UAT and functional testing, ideally ATF.

Responsibilities

• Lead requirements gathering and run stakeholder workshops to define As-Is and To-Be processes.
• Write and manage user stories, BRDs, FRDs, acceptance criteria and functional specifications.
• Partner with product owners and developers on backlog prioritisation and sprint planning.
• Lead functional testing and UAT, and support releasereadiness and business adoption.
• Support ServiceNow implementations, upgrades and enhancements across ITSM, CSM and HRSD
• Contribute to Now Assist / GenAI use cases that improve self-service and case deflection.
• Track delivery through JIRA and Confluence, and report on platform performance using Platform Analytics or Power BI

Skills

Requirements gathering

Stakeholder management

Agile/Scrum delivery

UAT and functional testing

GenAI exposure

Tools

JIRA

Confluence

Job description

Key Responsibilities

• Lead requirements gathering and run stakeholder workshops to define As-Is and To-Be processes.
• Write and manage user stories, BRDs, FRDs, acceptance criteria and functional specifications.
• Partner with product owners and developers on backlog prioritisation and sprint planning.
• Lead functional testing and UAT, and support releasereadiness and business adoption.
• Support ServiceNow implementations, upgrades and enhancements across ITSM, CSM and HRSD
• Contribute to Now Assist / GenAI use cases that improve self-service and case deflection.
• Track delivery through JIRA and Confluence, and report on platform performance using Platform Analytics or Power BI

Required Skills

• 4+ years of hands-on business analysis on ServiceNow (CSM, ITSM, HRSD)
• Strong requirements engineering and stakeholder management
• Agile/Scrum delivery experience
• Experience with UAT and functional testing, ideally ATF
• Proficiency in JIRA and Confluence

Preferred Skills

• ServiceNow CSA and a CIS certification (CSM, HRSD or ITSM)
• Exposure to Now Assist, Virtual Agent or other GenAI features
• Experience with Power BI, Workday or CMDB
• Prior Product Owner or Scrum Lead exposure