Low-code Engineer (ServiceNow) - #1743

Your tasks

The Low-code Engineer will support the configuration, development and technical evaluation of ServiceNow as a SaaS CRM platform for case management and customer service requirements.

The role focuses on configuring workflows, validating platform functionality, supporting end-to-end scenario testing and evaluating AI-assisted capabilities. The successful candidate will work closely with business analysts, project managers, CXD, ISTD and other stakeholders to ensure the platform can support the identified business and operational requirements.

1. ServiceNow Platform Configuration and Workflow Development

• Configure ServiceNow modules, forms, fields, business rules, workflows and other platform components to support the identified POC requirements.
• Develop and configure end-to-end case management workflows covering case creation, customer interaction logging, assignment, triaging, routing, escalation, resolution and closure.
• Configure role-based access, task assignments, approval processes, supervisor vetting and collaboration workflows where required.
• Implement workflow automation to improve case handling efficiency and reduce manual processing.
• Work with business analysts to translate business requirements and process flows into technical configurations and functional solutions.

1. AI-assisted Functionality Evaluation

• Configure, where supported by the selected ServiceNow capabilities, AI-assisted functions relevant to the POC.
• Support the evaluation of automated customer interaction logging, intelligent case triaging and routing, similar case detection and context summarisation.
• Validate AI-assisted trend and sentiment analytics reporting and other relevant AI-enabled capabilities.
• Assess how AI-assisted functions integrate with existing case processing workflows and support operational requirements.
• Document configuration dependencies, technical limitations, integration requirements and capability gaps identified during testing.

1. System Testing and Technical Validation

• Develop and execute technical test cases to validate configured workflows, business rules, automation and platform functionality.
• Support end-to-end testing across high-volume case processing, escalation handling, management reporting, multi-user collaboration and supervisor review scenarios.
• Troubleshoot configuration issues, workflow errors and functional defects, and implement appropriate fixes where feasible.
• Work with business analysts and project stakeholders to validate system behaviour against agreed requirements and acceptance criteria.
• Document test results, technical issues, resolutions and outstanding limitations.

1. Technical Assessment and Documentation

• Assess the platform's technical suitability, configuration flexibility, scalability considerations and ability to support the identified use cases.
• Document technical dependencies, configuration requirements, integration considerations, limitations and potential implementation risks.
• Prepare technical configuration documents, workflow diagrams, test scripts, troubleshooting guides and relevant system documentation.
• Provide technical inputs to the final POC assessment, including findings on platform strengths, limitations and areas requiring further validation.

1. Knowledge Transfer and Operational Readiness

• Conduct hands-on knowledge-sharing sessions and provide technical guidance to officers on ServiceNow configuration and workflow management.
• Demonstrate platform features, configuration approaches, troubleshooting methods and relevant best practices.
• Develop technical guides, standard operating procedures and reusable configuration or testing templates where appropriate.
• Support knowledge transfer to enable officers to administer, maintain, enhance and optimise the platform beyond the POC.

Requirements

• Degree or diploma in Information Technology, Computer Science, Software Engineering or a related discipline.
• Relevant experience in application development, low-code development, workflow automation, system configuration or enterprise platform implementation.
• Hands-on experience with ServiceNow development or configuration would be strongly preferred.
• Familiarity with ServiceNow capabilities such as case management, workflow automation, business rules, forms, approvals, access controls and reporting.
• Experience configuring end-to-end business processes and automated workflows based on functional requirements.
• Familiarity with AI-enabled platform features, intelligent automation, case summarisation, classification or routing would be advantageous.
• Experience in system testing, troubleshooting, defect resolution and technical documentation.
• Understanding of system integration, data flows, role-based access control and enterprise application security would be beneficial.
• Ability to work closely with business analysts, project managers and business users to translate requirements into technical configurations.
• Strong analytical, problem-solving and communication skills.
• Experience in preparing technical documentation, standard operating procedures, configuration guides and test scripts would be advantageous.
• Experience in conducting technical training, mentoring and knowledge transfer to business or technical teams would be beneficial.
• Experience delivering ServiceNow CRM or AI-enabled case management POCs or implementations, with relevant project references, would be an added advantage.