Design and develop ServiceNow applications and workflows, implementing Customer Service Management solutions within the Public Sector Digital Services framework, optimising citizen service delivery.
Primary Responsibilities:
- Design, develop, and maintain ServiceNow applications and workflows according to business requirements, including custom applications, integrations, and automated solutions using JavaScript, HTML, CSS, and ServiceNow's proprietary languages.
- Specialise in implementing and customising ServiceNow Customer Service Management (CSM) solutions within the Public Sector Digital Services (PSDS) framework, whilst leveraging mostly on out-of-the-box configurations and minimal App Engine capabilities (for necessary customisations).
- Design and develop using ServiceNow App Engine, including creating data models, access controls, business logic, and user interfaces.
- Configure and customise CSM modules to optimise citizen service delivery and support government analytics capabilities
- Lead the technical design and implementation of ServiceNow CSM solutions and Public Sector Digital Services initiatives, ensuring they align with enterprise architecture standards and citizen service best practices.
- Develop and maintain custom applications using App Engine that enhance CSM functionality and support digital government service delivery capabilities.
- Configure and customise CSM modules including case management workflows, knowledge base integration, citizen portal development, and omnichannel support systems. Implement Public Sector Digital Services features to enable data-driven insights, automated service routing, and proactive citizen engagement across touchpoints.
- Design and implement automated controls and monitoring solutions specific to citizen service metrics and digital service performance indicators.
Requirements
Technical Skills Required:
- Core ServiceNow Development:
- PSDS and CSM Expertise
- Integration and Development
- Automation and User Experience
- Security and Governance
- Foundation Knowledge: Familiarity with ITIL framework and IT Service Management principles, with specific focus on customer service delivery best practices.
Top Skills
App Engine
CSS
HTML
JavaScript
Servicenow
Unison Consulting Singapore Office
1 Changi Business Park Crescent, , Plaza 8 #03-06 Tower A, Singapore, , Singapore, 486025
Unison Consulting Singapore Office
#12-00, 63 Market Street, Bank of Singapore Center, Singapore, , Singapore, 048942
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