Digital Business Analyst (ServiceNow /CSM platform)

Assurity Trusted Solutions (ATS) is a wholly owned subsidiary of the Government Technology Agency (GovTech). As a Trusted Partner over the last decade, ATS offers a comprehensive suite of products and services ranging from infrastructure and operational services, authentication services, governance and assurance services as well as managed processes. In a dynamic digital and cyber landscape, where trust & collaboration are key, ATS continues to drive mutually beneficial business outcomes through collaboration with GovTech, government agencies and commercial partners to mitigate cyber risks and bolster security postures.

We are looking for an experienced Digital Business Analyst who is familiar with CSM platform or ServiceNow!

As a Digital Business Analyst, you shall be involved in a range of tasks including but not limited to the following:

• partner with the Product / Business teams to identify, analyze, and document requirements human-centric, visual methods such as process mapping and service journeys, and develop the appropriate business case respectively;
• work with cross-functional teams to translate requirements into user stories, functional specifications, and acceptance criteria;
• evaluate and recommend suitable technology while aligning with GovTech's technology directions (such as cloud-based, enterprise architecture and modernization of legacy systems, adoption of SG Tech Stack, etc.);
• dentify and adopt the appropriate development methodology (e.g. Agile or Waterfall) in an Outsourced, Co-Sourced or In-house development environment or a combination of such environments;
• ensure system or product readiness for smooth deployment, adoption and operations;
• analyze impacts of requested changes and propose improvements to continuously address changing business needs, and work with the respective support teams to understand and address technical problems (in the Operations & Maintenance phase); and
• perform any other related tasks / duties as and when assigned to support the smooth business operations of GovTech.

To succeed in this role, you will ideally have:

• prior working experience in IT business analysis, application solutioning design and testing;
• participated in at least one full software or product development cycle, preferably using Agile Methodology;
• excellent written and verbal communication skills and ability to influence and communicate effectively with non-technical audience and Senior Management;
• strong analytical and problem-solving skills with the ability to interpret and analyze data effectively; and
• good communication and interpersonal skills with the ability to work by oneself as well as collaboratively in a team environment and effectively communicate findings and insights.

1. Additional skills and knowledge preferred:

(i) 2 years working on ServiceNow ITSM / CSM platforms;

(ii) a proactive attitude towards taking on new challenges and responsibilities;

(iii) eagerness to learn with the ability to adapt to new environments and learn quickly; and

(iv) meticulous attention to details with the ability to work with complex data and information.

• Annual Leave Benefits with additional perks such as Family Care and Birthday Leave.
• We promote a learning culture and encourage you to grow and learn.
• A competency framework is in place to help you grow your career with us.
• Contract Staff enjoys the same benefits as Permanent Employees.
• We have flexible working hours with hybrid working arrangements.