Responsibilities

• ServiceNow ITSM modules configuration and maintenance (Incident, Problem, Change, Request, Knowledge Management, Service Catalogue).

• Configuration of forms, lists, dictionary entries, notifications, and SLAs. Troubleshoot and resolve platform issues including failed flows, ACL-related access issues, and performance degradation. Implement configuration enhancements.

• Produce and configure IT and non-IT workflows using ServiceNow's low-code/no-code capabilities.

• Create scripted solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer.

• Develop record producers, variable sets, order guides, catalogue client scripts, and fulfilment task structures.

• Provide support to the configuration and maintenance of ITOM modules including Discovery, Service Mapping, Event Management, and Cloud Discovery.

• Ensure accurate infrastructure visibility and CI data flows into the CMDB.

• Provide administration and maintenance to the Configuration Management Database (CMDB), including CI record management, relationship mapping, data quality checks, and alignment with the Common Service Data Model (CSDM).

• Provide support to CMDB governance, lifecycle management, and audit readiness.

• To support the implementation of the Queries Management module for IT and non-IT queries and feedback.

• Develop and support integrations with enterprise systems using REST/SOAP APIs, IntegrationHub spokes, and MID Server patterns.

• Implementation of error handling, retry logic, and secure data exchange.

• Create and maintain reports using Platform Analytics, ITSM Success Dashboard, and Performance Analytics.

• Produce KPI/KRI metrics and performance reports to derive insights and support data-driven operational improvement.

• To implement role-based access controls (ACLs), UI policies for data protection, and secure scripting practices across assigned development work.

• Provide support to audit evidence collection and maintain compliance with platform security standards.

• Design and customize Service Portal pages, widgets, and UI Builder workspaces to build intuitive, scalable, and user-focused front-end experiences.

• Work with HTML, CSS, AngularJS (for portal), and UI Builder components to improve self-service adoption and user experience.

• Responsible for package changes using update sets or application repository.

• Maintenance of deployment checklists and rollback plans for production releases.

• Be a part of User Acceptance Testing (UAT) and develop Automated Test Framework (ATF) test cases for critical workflows.

• Develop and maintain regression test plans for platform enhancements and new releases.

• ITSM processes analysis and improvement for incident, change, problem, and service request management.

Requirements

• Degree in Computer Science or related discipline.

• 3–5 years of working experience in ServiceNow platform development, configuration, or administration, with working knowledge of ITSM, ITOM, and CMDB modules.

• Proficiency in ServiceNow platform configuration across ITSM, ITOM, CMDB, and Service Portal modules, including scripting (JavaScript, Glide API) and Flow Designer.

• Intermediate proficiency in JavaScript and ServiceNow scripting (Business Rules, Client Scripts, Script Includes, Glide API, Flow Designer). Ability to write clean, performant, and maintainable code.

• Understanding of ITIL v3/v4 practices for Incident, Problem, Change, Service Request, and Configuration Management processes.

• Experience in building and troubleshooting REST/SOAP API integrations, IntegrationHub spokes, and MID Server connections within ServiceNow.

• ServiceNow Certified System Administrator (CSA) is mandatory; Certified Implementation Specialist (CIS-ITSM) or Certified Application Developer (CAD).

Ethos Search Associates Pte. Ltd.

EA License No: 13C6655

EA Reg No: R1988580 Jacky Chong