[What the role is]

The Customer Innovation (CI) Division is looking for an officer to assist in operationalising a new digital platform for the enterprises. The officer will work closely with the platform lead and administrator, to ensure platform readiness for product launches, handling day-to-day operations support as the platform goes live.

[What you will be working on]

Helpdesk Process Development

Design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates and resolution timeframes
Create standard operating procedures for common support scenarios and incident management
Establish service level agreements (SLAs) and key performance indicators (KPIs) for support team response times

Platform Documentation

Support Platform Administrator to develop comprehensive FAQ documentation covering platform features, common issues, and troubleshooting guides
Create and maintain user guides for different user roles and permission levels
Build and maintain a knowledge base of solutions for recurring issues
Develop training materials and conduct briefings to internal stakeholders managing enterprises touchpoints for seamless enterprise experience

Platform Health Monitoring

Support Platform Lead in implementing monitoring tools and dashboards to track platform performance metrics
Monitor platform performance and functionality, identifying and reporting any issues or anomalies
Develop incident response procedures for various platform scenarios

Content Management

Coordinate with product teams, subject matter experts, and business units to gather platform-related content and requirements
Facilitate content review sessions to ensure stakeholders validate accuracy and completeness of documentation
Maintain content update schedules and version control for all platform documentation
Create templates and guidelines for stakeholders to submit platform-related information
Establish review and approval workflows for content updates from various departments

Contact & Stakeholder Management

Assist with onboarding and offboarding of contacts (e.g. service providers, government and business associations) from various business units.
Develop and manage enquiry dashboard for tracking and reporting purposes. Ensure that contact database is updated, accurate and relevant.
Coordinate the reporting by contacts on their engagement status.
Handle and resolve platform-related queries from companies and contacts.

[What we are looking for]

2+ years experience in technical support or platform operations
Ability to translate technical concepts into easy-to-understand guidance
Experience in process documentation and workflow design
Strong analytical skills for developing monitoring frameworks and support processes
Strong project coordination skills for managing multiple content streams
Strong data entry and validation skills. Proficiency in Microsoft Excel or SQL preferred.

Development Partner, Customer Innovation (1 Year Contract)