About the role
Temus is a Temasek-backed consulting firm providing digital transformation solutions for the private and public sectors. 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.
Role Overview
We are seeking a ServiceNow Technical Consultant to support the design, configuration, and implementation of ServiceNow solutions, with a primary focus on Customer Service Management (CSM) and Field Service Management (FSM). The role involves hands-on development, integration work, and active contribution to client workshops and solutioning sessions. Experience across other enterprise domains (HRSD, GRC/IRM, ITSM, ITOM, SPM) is a strong plus.
Key Responsibilities
- Implement and configure ServiceNow CSM and FSM solutions, including case management, the Customer Service portal/Service Operations Workspace, work order management, dispatch, scheduling, and agent mobility.
- Configure CSM/FSM building blocks such as accounts, contacts, entitlements, SLAs, assignment and dispatch rules, and geolocation-based work assignment.
- Develop custom applications and workflows using ServiceNow Studio, Flow Designer, and scripting (Client Scripts, Business Rules, Script Includes).
- Participate in requirement-gathering sessions and translate business needs into technical specifications, favouring out-of-the-box capability before customisation.
- Integrate ServiceNow with third-party systems via REST/SOAP, MID Servers, and other interfaces (e.g., asset, billing, mapping, or scheduling systems relevant to CSM/FSM).
- Support platform upgrades, patching, health checks, and regular system audits to ensure data accuracy and integrity.
- Support user acceptance testing (UAT) and provide post-implementation and ongoing end-user support.
- Stay current on ServiceNow releases and best practices, driving continuous improvement of the implementation.
- Follow ServiceNow best practices and coding standards.
- Contribute to delivery on other modules (HRSD, GRC/IRM, ITSM, ITOM, SPM) as engagement needs arise.
Required Skills
- Minimum 5 years of hands-on experience with ServiceNow development and administration.
- Demonstrable delivery experience in CSM and/or FSM (configuration and implementation on live projects), with a solid understanding of how FSM extends CSM.
- Strong grasp of ServiceNow scripting (Client Scripts, Business Rules, Script Includes).
- Knowledge of CMDB, Service Catalog, and Access Control Rules.
- Experience integrating external systems with ServiceNow (REST, SOAP APIs).
- Certified System Administrator (CSA) and Certified Application Developer (CAD) are a must; CIS – CSM and/or CIS – FSM strongly preferred.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and cross-functional teams.
Desirable (Plus Points)
- Hands-on experience or certification (CIS) in one or more additional modules: HRSD, GRC/IRM, ITSM, ITOM, or SPM.
- CSM or FSM Product Line Achievement.
- Exposure to Now Assist / AI capabilities within CSM/FSM.
- Public sector delivery experience.
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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