[LTA-ITCD] PRINCIPAL / SENIOR ENGINEER, CITIZEN SYSTEMS (SERVICENOW)

Responsibilities

• ● gement System (EFMS) using ServiceNow Customer Service Management (CSM) SaaS to manage citizen feedback such as public feedback on LTA services and assets, central call centre, road closures/works applications and bike sharing services. EFMS is crucial to LTA in delivering a good and safe land transport system.
• ● Your responsibilities will include:
• ● contributing to the development of EFMS and feedback resolution processes using AI
• ● Collaborate with stakeholders to gather business requirements, translate them into technical specifications, and implement solutions aligned with business needs
• ● Draft clear and actionable user stories, supporting effective communication between business and technical teams
• ● Design, configure, and customize ServiceNow modules to optimize customer feedback management such as Customer Service Management (CSM).
• ● Integrate ServiceNow with other internal (such as asset management system, etc) and external systems (such as oneservice, etc) using REST/SOAP APIs, middleware, and other integration tools
• ● Work with LTA vendor(s) to implement solution
• ● What we are looking for
• ● Knowledge in IT, Computer Science, Engineering or a related field
• ● Development/Customization Experience
• ● Design and implement custom application(s) and integrations using ServiceNow's platform capabilities, including Flow Designer, Workflow, and Orchestration
• ● Implementation of ServiceNow Now Assist capabilities
• ● Understanding of data modelling, flows, validation rules, and automation tools.
• ● Experience in 3rd party API integrations.
• ● Experience with data migration through other custom CRM
• ● Configuration Experience
• ● Experience in workflows, Flow Designer, IntegrationHub, UI Builder, and scripting
• ● Worked on integrations of ServiceNow Monitoring Tools
• ● Knowledge of Agent workspace and Virtual agent