G19 - Digital Business Analyst (ServiceNow)

About the Role

In this pivotal role, you'll spearhead ServiceNow implementations across agencies, working closely with stakeholders to transform public service delivery through innovative digital solutions. You'll be at the forefront of digital transformation, translating complex business requirements into elegant, user-centric solutions.

Key Responsibilities

Strategic Planning & Analysis

• Lead requirements gathering through human-centric design methods and visual techniques
• Conduct thorough analysis of current systems and processes to identify improvement opportunities
• Develop strategic roadmaps for digital transformation initiatives
• Apply Design Thinking methodologies to create innovative solutions for complex challenges

Technical Leadership

• Guide technology selection and implementation strategies aligned with architectural principles
• Evaluate and recommend appropriate development approaches (Outsourced, Co-Sourced, or In-house)
• Ensure solutions comply with cloud-based architecture standards and SG Tech Stack requirements

Project Delivery

• Create detailed user stories, functional specifications, and acceptance criteria
• Oversee platform configuration, customisation, and integration
• Manage solution deployment and ensure smooth operational transition
• Lead impact analysis for change requests and continuous improvements
• Facilitate knowledge transfer through workshops and training sessions

Stakeholder Management

• Build strong relationships with agency stakeholders and cross-functional teams
• Lead discovery workshops and requirements gathering sessions
• Drive user adoption through effective communication and training
• Collaborate with technical teams to resolve operational challenges

Required Qualifications & Experience

Education & Professional Experience

• Diploma/Degree in Computer Science, Information Technology, or related field
• Minimum 4 years of relevant experience in digital transformation projects
• Proven track record of at least 2 successful ServiceNow implementations (highly preferred)
• Strong background in enterprise SaaS platforms (ServiceNow background is highly preferred)

Technical Competencies

• Proficiency in ServiceNow platform configuration and customisation
• Experience with Agile methodologies and product-centric delivery
• Understanding of cloud architecture and modern development practices
• Working knowledge of AI tools and emerging technologies
• Experience in process automation and system integration

Essential Skills

• Advanced analytical and problem-solving capabilities
• Strong facilitation and workshop leadership abilities
• Excellent stakeholder management and communication skills
• Proven ability to influence and drive change
• Experience in large enterprise digital transformation

Personal Attributes

• Self-motivated with a strong drive for results
• Analytical mindset with attention to detail
• Adaptable and quick to learn new technologies
• Strong team player with excellent collaboration skills
• Innovative thinking and creative problem-solving approach