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Open nowPosted yesterday

Application Support and Automation (ServiceNow)

MyCareersFuture94,028 open roles

Pay
SGD 7,000 – SGD 8,000 a month
Where
Singapore
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Your applicationOpen nowApplication Support and Automation (ServiceNow)MyCareersFuture · Singapore

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  2. 3.3%3 days
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  4. 14.0%14 days
  5. 33.7%30 days
This job: posted yesterday

The posting

1.Application Support Management (BAU / L2)

  • Own the support function for the organisation's portfolio of business applications, ensuring availability, stability, and resolution of incidents and service requests within agreed SLAs.
  • Serve as the L2 escalation point: investigate, diagnose, and resolve issues beyond the L1 agent's capability, engaging vendors and internal teams as needed.
  • Manage application administration activities: user access, configuration, patching coordination, release support, and health monitoring.
  • Coordinate and drive timely remediation of VAPT (Vulnerability Assessment and Penetration Testing) findings for supported applications, working with vendors, infrastructure, and security teams, and tracking closure to agreed deadlines.
  • Oversee application enhancements, upgrades, and UAT cycles, including coordination with business stakeholders and vendors.
  • Ensure disciplined use of the ITSM platform for incident, problem, and change management, and produce regular service performance reporting for management.

2.L1 AI Support Agent — Strategy & Delivery

  • Define the roadmap for and deliver an L1 support agent (virtual agent / chatbot) that resolves common application issues by referencing curated knowledge catalogues.
  • Establish and govern the knowledge catalogue framework: structured troubleshooting guides, FAQs, resolution scripts, and decision trees consumable by the agent.
  • Define the agent's scope, escalation rules, and handover paths from L1 (agent) to L2 (human), ensuring a seamless user experience.
  • Own agent performance management: deflection rate, first-contact resolution, escalation quality, and user satisfaction; drive tuning of content, prompts, and workflows.
  • Manage vendors, platforms, and budget associated with the agent solution.

3.Continuous Improvement — L2-to-L1 Knowledge Loop

  • Institutionalise a feedback loop: for every issue resolved manually at L2, evaluate whether the resolution can be standardised and codified into the L1 catalogues.
  • Author, validate, and publish catalogue entries so recurring issues are progressively handled autonomously by the L1 agent.
  • Track and report shift-left metrics (e.g., % of tickets resolved at L1, catalogue coverage growth, repeat-escalation reduction) to senior management.
  • Perform problem management: identify recurring root causes and drive permanent fixes or upstream automation beyond the support layer.

4.Stakeholder & Change Management

  • Partner with business units to understand application pain points and prioritise support and automation improvements.
  • Drive user adoption of the L1 agent through communication, training, and feedback channels.
  • Champion a self-service and automation-first culture across the support function.

Requirements

  • Degree in Information Technology, Computer Science, or a related field.
  • 6–10 years of experience in application support or IT service management, with at least 2 years in a lead or managerial capacity.
  • Proven track record delivering support automation, chatbots, or virtual agents (e.g., ServiceNow Virtual Agent, Microsoft Copilot Studio, or LLM-based solutions).
  • Strong hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes.
  • Experience in knowledge management: building runbooks, KB frameworks, and structured resolution content.
  • ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.
  • Working knowledge of scripting or low-code automation (e.g., Power Automate, Python, SQL) preferred.
  • Singaporean only, due to Gov clearance

Interested applicants, please Email, [email protected]

Fabian Ling Tuong Liing

R25129353

Recruit Express Pte Ltd

EA Licence No: 99C4599

We regret that only shortlisted candidates will be contacted.

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