ServiceNow Technical Consultant (CSM) Contract
Icon Outsourcing · Singapore
Key ResponsibilitiesLead 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 HRSDContribute 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 BIRequired Skills4+ years of hands-on business analysis on ServiceNow (CSM, ITSM, HRSD)Strong requirements engineering and stakeholder managementAgile/Scrum delivery experienceExperience with UAT and functional testing, ideally ATFProficiency in JIRA and ConfluencePreferred SkillsServiceNow CSA and a CIS certification (CSM, HRSD or ITSM)Exposure to Now Assist, Virtual Agent or other GenAI featuresExperience with Power BI, Workday or CMDBPrior Product Owner or Scrum Lead exposure