[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.
