ServiceNow Subject Matter Expert

ServiceNow Subject Matter Expert (SME) – Contract Management

Key Responsibilities

• Lead the design, configuration, and customisation of the ServiceNow Contract Management module.

• Enhance existing workflows and approval processes to support complex multi-level approval requirements beyond standard platform capabilities.

• Analyse and work within a highly customised ServiceNow environment while ensuring new enhancements integrate seamlessly with existing implementations.

• Design and implement integrations between ServiceNow modules, particularly between the IT Service Catalogue and Contract Management.

• Configure and extend ServiceNow data models, forms, fields, business rules, workflows, and related platform components.

• Develop dashboards and reports to provide visibility into contract renewals, approval status, operational metrics, and management reporting.

• Collaborate with business users to gather requirements, translate business processes into technical solutions, and recommend best practices.

• Support solution design, testing, deployment, documentation, and knowledge transfer activities.

• Provide technical leadership and guidance to project teams throughout the implementation lifecycle.

Required Technical Skills

• Strong hands-on experience with ServiceNow Contract Management, including:

  • Module configuration

  • Field extensions

  • Workflow customisation

  • Form and data model configuration

• Solid experience with ServiceNow IT Service Management (ITSM) and Service Catalogue, including approval workflow design.

• Deep understanding of the ServiceNow Workflow Engine and Flow Designer, with experience implementing complex multi-level approval architectures.

• Experience designing and supporting ServiceNow module-to-module integrations, particularly synchronisation between IT Service Catalogue and Contract Management.

• Experience developing ServiceNow reports, dashboards, and performance metrics.

Functional & Domain Expertise

The ideal candidate should possess strong business process knowledge in addition to technical expertise, including:

• Vendor and Contract Lifecycle Management processes.

• Financial services or banking environments with knowledge of:

  • Budget approval controls

  • Governance frameworks

  • Multi-tier approval processes

  • Regulatory compliance

• Third-Party Risk Management (TPRM), including:

  • Material sourcing classifications

  • Risk assessment attributes

  • Vendor risk data structures

• Ability to analyse, troubleshoot, and enhance complex, highly customised ServiceNow implementations.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist (CIS) certifications are highly desirable.

• Experience delivering ServiceNow implementations for banking or financial institutions in Singapore or the region.

• Prior consulting experience with client-facing project delivery is highly preferred.

What We're Looking For

• Strong analytical and problem-solving skills.

• Excellent stakeholder management and communication abilities.

• Ability to translate business requirements into scalable ServiceNow solutions.

• Comfortable working in fast-paced consulting environments with multiple stakeholders.

• Ability to work independently while collaborating effectively within cross-functional teams.