Role: ServiceNow Business Process Consultant
Location: Singapore
Exp: 6+yrs
Notice Period: Immediate
Job Description:
Required Experience & Qualifications
- We are hiring ServiceNow Business Process Consultants across all experience levels. The BPC role is at the heart of every ServiceNow engagement — translating business requirements into platform solutions, bridging stakeholders and delivery teams, and ensuring every implementation is anchored in sound process design and organisational readiness.
Role & Responsibilities
- • Facilitate and document requirements workshops with business and IT stakeholders across all relevant process areas
- • Translate business requirements into ServiceNow configuration specifications, process maps, user stories, and functional design documents
- • Maintain requirements traceability matrices and ensure all requirements are tracked from discovery through to sign-off
- • Advise stakeholders on ServiceNow capabilities, standard processes, and configuration options for their module
Requirements
- • Minimum of 5 years Business analysis experience
- • Strong facilitation and communication skills — able to run workshops and manage diverse stakeholder groups
- • Ability to produce clear, structured BA artefacts: process maps, user stories, test scripts, RTMs, and RAID logs
- • Understanding of the ServiceNow module relevant to your primary specialism — hands-on platform exposure is an advantage
- • Good understanding of Agile/Scrum — comfortable participating in sprint ceremonies and iterating on requirements
- • At Senior/Lead level: proven track record owning full BA workstreams, leading change management, and engaging executive stakeholders
- Domain knowledge
- • ITSM: ITIL framework, IT service desk operations, change and problem management processes
- • ITOM: IT infrastructure environments (server, network, cloud); CMDB governance and CSDM concepts; Discovery scoping and CI lifecycle management
- • HRSD: HR service delivery processes across HR COEs; PDPA and HR data privacy awareness
- • CSM: omnichannel customer service operations, SLA/entitlement management, contact centre processes
- • GRC/IRM: enterprise risk, compliance, and audit processes; MAS TRM and ISO 27001 awareness (Singapore-regulated clients)
- • SPM: portfolio and project management methodologies (PMBOK, PRINCE2, SAFe); PMO operating models
- • FSM: field service operations, scheduling, work order management, and asset maintenance governance
- Certifications
- • ITIL Foundation v3/v4 — Preferred at all levels
- • ServiceNow CSA — Preferred from BA level; advantageous at Associate
- • ServiceNow CIS in primary module — Preferred from Senior BPC level
- • CBAP / CCBA — Advantageous at Senior BPC level
- • Agile / Scrum Practitioner — Advantageous at all levels
- • Domain certifications (e.g., ISO 27001, PMP) — Module-specific advantageous
- Education
- • Degree in Information Systems, Computer Science, Business, Engineering, or equivalent practical experience