ServiceNow Business Analyst

Temus was established by Temasek in partnership with UST, to provide digital transformation solutions for the private and public sectors as we aspire to be a strategic partner in realising the Singapore Government's Smart Nation vision. We are headquartered in Singapore and have more than 400 employees across a wide range of disciplines in strategy, design, architecture, technology, data & AI.

Position Overview:

We are seeking an experienced ServiceNow Business Analyst with a proven track record in ServiceNow implementations to join our team. The ideal candidate will have at least 5 years of hands-on experience working with ServiceNow platform and demonstrated expertise in delivering solutions for government agencies, public sector & private sector organizations.

Key Responsibilities:

Requirements Gathering & Analysis

• Lead requirements gathering workshops with stakeholders across various departments and agencies
• Translate complex business processes and regulatory requirements into detailed functional specifications
• Conduct gap analysis between current state processes and ServiceNow capabilities
• Document business requirements, use cases, user stories, and acceptance criteria aligned with standards set by agencies.

Solution Design & Implementation

• Design ServiceNow solutions that comply with regulations, security standards, and compliance frameworks (e.g., IM8, VAPT, data protection policies etc)
• Experience in providing solution for ServiceNow modules like GRC, CSM, FSM, HRSD, ITOM and other custom applications
• Develop process flows, data models, and system integration specifications
• Collaborate with technical teams to ensure alignment between business requirements and technical implementation

Stakeholder Management

• Serve as primary liaison between business stakeholders and technical delivery teams
• Manage stakeholder expectations and facilitate decision-making processes
• Present solution designs, progress updates, and recommendations to stakeholders.
• Navigate complex organizational structures and sensitivities inherent in public sector environments

Testing & Quality Assurance

• Develop comprehensive test strategies and test cases aligned with quality standards
• Coordinate User Acceptance Testing (UAT) with users
• Document test results and manage defect resolution processes
• Ensure solutions meet security and compliance validation requirements

Change Management & Training

• Develop change management strategies for ServiceNow deployments.
• Create training materials and conduct training sessions for government end-users and administrators
• Support organizational change initiatives and user adoption programs
• Document standard operating procedures and knowledge articles

Required Skills:

• Minimum 5 years of hands-on experience as a Business Analyst or functional consultant working with ServiceNow platform
• At least 2 years of demonstrated experience delivering ServiceNow projects for public sector, government agencies, or highly regulated industries
• Proven track record of successfully delivering at least 3 full-cycle ServiceNow implementations
• Understanding of ServiceNow platform architecture and capabilities
• Hands-on experience with multiple ServiceNow modules (ITOM, GRC, CSM, FSM, HRSD, or others)
• Strong knowledge of ServiceNow best practices and ITIL framework
• Experience with ServiceNow configuration, workflows, business rules, and reporting
• Proficiency in business process modeling and documentation tools
• Strong analytical skills with ability to translate complex requirements into actionable solutions
• Experience with integration concepts and API-based system integrations
• Understanding of authentication systems (AD, ADFS, SSO, OAuth) in government contexts
• Excellent stakeholder management and communication skills
• Proven ability to manage competing priorities in complex, multi-stakeholder environments
• Strong documentation and technical writing capabilities
• Ability to work independently and lead requirements gathering initiatives
• ServiceNow Certified System Administrator (CSA)/ ServiceNow Certified Implementation Specialist in relevant modules preferred

Temus is an equal opportunities employer. We welcome applications from all. We do not discriminate by race, religion, belief, ethnicity, origin, disability, age, partnership status, sexual orientation, or gender identity.

We see the diversity of our team as a strategic advantage, and we work actively to maintain it.

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