#EG ServiceNow Developer

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group. The ServiceNow Developer will support Squad C in designing, developing, and maintaining applications for workforce management and employee services. This is a hybrid Business Analyst and Developer role requiring hands-on expertise in ServiceNow HR Service Delivery (HRSD) and App Engine. The role is responsible for engaging business stakeholders, translating operational needs into user-centred solutions, and managing delivery from requirements, sprint planning and development to testing, training, deployment, and post-implementation support. What will you do? Development & Technical Implementation • Design, configure, develop, and maintain ServiceNow applications for workforce management and employee services using HRSD and App Engine. • Configure HR services, case management, employee service workflows, lifecycle events, portals, catalog items, and related HRSD capabilities. • Build scoped applications, data models, forms, business rules, UI policies, client and server scripts, and automated workflows using App Engine Studio and Flow Designer. • Develop and maintain integrations using Integration Hub and REST/SOAP APIs where required. • Apply ServiceNow development standards and reusable design patterns to deliver secure, scalable, maintainable, and supportable solutions. • Ensure solutions comply with organisational architecture, security requirements, IM8, and SGTS standards. Business Analysis, Stakeholder Engagement & User Experience • Engage business stakeholders to understand workforce-management and employee-service needs, pain points, policies, and operational processes. • Facilitate requirements workshops and translate business needs into clear process flows, functional requirements, user stories, acceptance criteria, and solution designs. • Communicate solution options, constraints, risks, and trade-offs clearly to both business and technical stakeholders. • Apply empathy and user-centred design principles to understand employees’ and service teams’ contexts, challenges, and behaviours, and translate these insights into intuitive, inclusive, accessible, and efficient experiences. • Validate proposed designs with users and stakeholders through walkthroughs, prototypes, and feedback sessions, and refine the solution based on evidence and user feedback. • Balance user needs with business objectives, policy requirements, security controls, and platform standards. Agile Delivery, Testing & Rollout • Work within a Scrum-lite delivery model and contribute actively to backlog refinement, sprint planning, daily stand-ups, sprint reviews, and retrospectives. • Collaborate with stakeholders and the Product Owner to develop, prioritise, estimate, and refine user stories and acceptance criteria. • Plan sprint commitments based on priorities, dependencies, risks, and team capacity, and track delivery progress and blockers. • Prepare test scenarios and test data, support system and integration testing, coordinate user acceptance testing, and ensure defects are tracked to closure. • Plan and coordinate user briefings, training, communications, and operational-readiness activities. • Develop rollout and deployment plans, including release readiness, cutover activities, rollback considerations, release documentation, and post-deployment verification. • Support production deployment, stabilisation, and handover to operations and support teams. Security, Compliance & Quality Assurance • Implement role-based access controls and appropriate safeguards for sensitive employee and workforce data. • Adhere to IM8, SGTS, organisational security requirements, and applicable data-protection policies throughout the development lifecycle. • Establish and maintain automated tests using ServiceNow Automated Test Framework where appropriate. • Support code reviews, quality checks, release controls, and CI/CD practices for ServiceNow deployments. • Remediate vulnerabilities, defects, and audit findings within agreed timelines. System Maintenance, Support & Documentation • Perform sprint-based maintenance, including incident resolution, defect fixes, performance tuning, and enhancements. • Monitor application health, investigate issues, and resolve incidents in accordance with agreed service levels. • Maintain functional and technical documentation, including requirements, process flows, solution designs, configuration records, integration specifications, test evidence, deployment guides, and support procedures. • Create knowledge articles and conduct knowledge transfer to support teams and business users. • Use operational feedback and sprint retrospectives to improve solution quality, delivery practices, and user experience. • Minimum 3 years of relevant experience delivering enterprise ServiceNow solutions, with demonstrated hands-on experience in both HRSD and App Engine. • Experience performing combined business analysis and development responsibilities is required. • Business analysis, stakeholder facilitation, requirements elicitation, process mapping, user-story development, solution design • ServiceNow configuration and development, workflow automation, integration, testing, deployment planning, training coordination, and production support • Mandatory: ServiceNow HRSD and App Engine, including App Engine Studio, Flow Designer, scoped application development, scripting, data modelling, security controls, and Automated Test Framework. • Good to have: Integration Hub • ServiceNow Certified System Administrator (CSA) • Certified Application Develop…