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 government challenges

Technical Leadership

• Guide technology selection and implementation strategies aligned with GovTech's 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

• Strong background in enterprise SaaS platforms (ServiceNow expertise required)

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 government or 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