[What the role is]
LEAD / PRINCIPAL / SENIOR SYSTEM ANALYST, CITIZEN SYSTEMS
[What you will be working on]
You will be part of the team to develop next generation Enterprise Feedback Management System (EFMS) using CRM SaaS and/or CRM COTS to manage citizen feedback such as public feedback on LTA services and assets, central call centre, road closures/works applications and bike sharing services. EFMS is crucial to LTA in delivering a good and safe land transport system.
The role involves contributing to the development of EFMS and feedback resolution processes using AI, integration with asset management system/external agencies systems, etc.
[What we are looking for]
- Knowledge in Bachelor's degree in IT, Computer Science, Engineering or a related field
- Proven experience in business analysis in the Customer Relationship Management (CRM) domain.
- Strong analytical, problem-solving, and communication skills, with an aptitude for translating business needs into technical requirements.
- Experience designing and implementing CRM solutions or similar enterprise systems.
- Understanding of data management, system integration, and CRM best practices.
- Commitment to delivering high-quality user experiences and supporting organizational goals through effective CRM management.
- Knowledge of at least one Customer Relationship Management (CRM) and/or unified workflow management system(s) such as Salesforce, ServiceNow, Microsoft Dynamics, Pega, Appian, OutSystems, and/or equivalent system.
- Evaluate and perform feasibility study of multiple CRMs and/or unified workflow management system that utilizes AI to automate tasks, route cases using AI and GIS/Geospatial/location data, streamline processes, and improve customer experiences.
- Draft clear and actionable user stories, supporting effective communication between business and technical teams.
- Experience in service journey exercise and design thinking will be an added advantage
- Ability to work collaboratively with diverse stakeholders and adapt to a dynamic, fast-paced environment.
- Strong analytical and problem-solving skills
- Bachelor's degree in IT, Computer Science, Engineering or a related field
- Candidate with relevant and higher substantial experience may be considered for a Lead role.
As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.
