Job Summary
We are looking for an experienced and technically strong ServiceNow Solution Architect & Scrum Master to lead platform strategy, agile delivery, and AI innovation initiatives within a large-scale enterprise environment. This is a high-impact dual role suited for someone who is equally comfortable driving architectural decisions and leading agile delivery teams to consistent, high-quality outcomes.
Job Responsibilities
ServiceNow Platform Leadership
- Conduct feasibility studies to evaluate ServiceNow implementation opportunities and assess technical viability
- Lead architectural design and migration strategy for transitioning workflows from legacy platforms such as SharePoint, Nintex K2, and other systems to ServiceNow with minimal business disruption
- Design and oversee implementation of ServiceNow Performance Monitoring and Predictive Analytics capabilities to enhance operational visibility and enable data-driven decision making
- Establish monitoring frameworks providing real-time insights into system performance, user adoption, and business process efficiency
Agile Delivery & Scrum Leadership
- Serve as Scrum Master across one or more ServiceNow delivery teams, facilitating all Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives
- Champion agile principles across the organisation, coaching teams and stakeholders on Scrum frameworks and fostering a culture of continuous improvement
- Own and manage the product backlog in close collaboration with Product Owners and business stakeholders, ensuring user stories are well-defined, prioritised, and sprint-ready
- Track and communicate key agile metrics including velocity, sprint burndown, and release progress to senior leadership and programme stakeholders
- Proactively identify and remove impediments that obstruct team progress, escalating blockers where necessary
Artificial Intelligence & Innovation
- Design, architect, and oversee implementation of ServiceNow AI capabilities including NowAssist, Agentic AI, and other emerging AI features
- Lead exploration and experimentation to integrate ServiceNow AI with SaaS platforms including Microsoft Copilot, Workday, SAP, COUPA, iValua, and Oracle
- Oversee migration to ServiceNow Protected Platform (SPP) and unlock new capabilities including AI Agent Studio and Workflow Data Fabric
Enterprise Architecture
- Provide enterprise-wide architecture review and guidance ensuring ServiceNow implementations align with the organisation's broader technology strategy
- Collaborate with cross-functional stakeholders to identify standardisation opportunities and promote architectural consistency across the enterprise
Access Control & Licensing Optimisation
- Streamline and simplify the existing ServiceNow access control matrix within current licensing constraints
- Develop strategies to optimise user access patterns, reduce administrative overhead, and maintain appropriate security controls
Quality Assurance & Vendor Management
- Provide independent validation and counter-checks of vendor solutions and implementation efforts
- Conduct thorough reviews of ServiceNow instance upgrades, validate code quality during deployments, and ensure adherence to best practices and organisational standards
- Serve as the technical authority for vendor accountability and solution quality assurance
Job Requirements
- Minimum 8 to 10 years of solution architecture experience with at least 3 years focused on ServiceNow, with preference for ServiceNow Customer Service Management (CSM)
- Minimum 3 years of experience as a Scrum Master or Agile Delivery Lead within enterprise technology or digital transformation programmes
- Demonstrated experience facilitating agile ceremonies, managing product backlogs, and coaching cross-functional teams
- Proven track record in enterprise solution architecture, system integration, and large-scale digital transformation projects
- Deep understanding of workflow migration strategies and legacy system modernisation
- Experience with ServiceNow Performance Analytics, Predictive Intelligence, and AI capabilities
- Knowledge of enterprise software ecosystems including ERP, HCM, and procurement platforms
- Experience in vendor management, solution validation, and ensuring delivery quality standards
- Experience leveraging AI tools and automation to improve processes, decision-making, and operational efficiency
- Strong analytical, problem-solving, and communication skills — able to present complex technical concepts to both technical and non-technical audiences
Good to Have
- ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialist (CIS)
- Certified Scrum Master (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification
- TOGAF or equivalent enterprise architecture certification
- Experience with cloud platforms and modern integration technologies
- Knowledge of AI/ML technologies and enterprise applications
- Familiarity with scaled agile frameworks such as SAFe or LeSS
- Experience in government or highly regulated environments
Interested candidates are invited to apply via the “Apply Now” button.
We regret that only shortlisted candidates will be notified.
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Nexbridge Recruitment Pte Ltd
EA License No.: 26C3616
EA Personnel: Ching Ning Xin
Registration No.: R22108651