Development Partner, Customer Innovation (1 Year Contract)

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.