#EG Business Analyst (ServiceNow) at NCS3

NCS3

Singapore, sg·3d ago

Entry LevelFull-timeGit

Salary Range

$18,360 - $24,840 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

Key Responsibilities

→Lead requirements gathering through human-centric design methods and visual techniques
→Conduct thorough analysis of current systems and processes to identify improvement opportunities
→Apply Design Thinking methodologies to create innovative solutions for complex problem statements
→PSDS and CSM Process Design: Map current state citizen service processes and design optimised future state workflows that maximise ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Create, map and translate user stories to ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Identify opportunities for data analytics integration, and automation. Develop process flow diagrams that incorporate multiple touchpoints, and citizen journey mapping across digital service channels. Ensure solutions comply with industry, Government and regulatory standards.
→Data Analysis and Mapping: Strong skills in data analysis, data mapping, visualisation and understanding complex data relationships. Experience with data migration concepts and ETL processes relevant to ServiceNow implementations. Ability to analyse data quality issues and design data validation rules.
→Stakeholder Management and Integration Coordination: Act as primary liaison between business users, technical teams and stakeholders throughout implementation. Facilitate impact assessments and coordinate testing activities across multiple platforms. Present progress updates to steering committees and business leadership.
→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
→Facilitate knowledge transfer through workshops and training sessions
→Build strong relationships with agency stakeholders and cross-functional teams
→Lead discovery workshops and requirements gathering sessions
→Drive user adoption through effective communication and guidance
→Collaborate with technical teams to resolve operational challenges

Requirements

✓Experience with ServiceNow platform, particularly in Public Sector Digital Services (PSDS) and Customer Service Management (CSM)
✓Strong skills in requirements gathering, process mapping, and user story creation
✓Experience with data analysis, data mapping, and ETL processes
✓Knowledge of Design Thinking methodologies and human-centric design approaches
✓Ability to facilitate stakeholder management and coordinate integration activities
✓Experience with platform configuration, customisation, and integration
✓Understanding of industry, Government, and regulatory standards
✓Excellent communication and collaboration skills