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Singapore Post

Senior Analyst, IT Service Desk (1 Year Contract)

Singapore Post
Singapore
5-7 Years
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Job Description

Job Description

Role Overview

  • Primary POC for JIRA Service Management (JSM), Confluence Knowledge base, and Asset Management/CMDB.

JSM Administration & ITSM Implementation

  • Configure, implement, and maintain JSM projects across:
  • Incident, Change, Problem, and Asset Management
  • Manage integrations with enterprise systems (monitoring tools, CI/CD, CRM) using APIs, webhooks, and third-party apps.
  • Monitor JIRA platform health and performance:
  • Upgrades, patching, data cleanup, and uptime management.
  • Lead technical implementation and optimization of ITIL processes:
  • Incident, Change, and Problem Management workflows.
  • Maintain and optimize CMDB and IT Asset Inventory:
  • Accurate lifecycle tracking for incident resolution and compliance.

Helpdesk & Vendor Performance Management

  • Monitor daily operational performance of external helpdesk and IT service vendors.
  • Lead SLA and OLA governance and performance analysis.
  • Build automated JIRA dashboards and reports:
  • Service trends, root causes, vendor efficiency, and improvement opportunities.
  • Conduct operational review meetings using JIRA data to assess quality, accuracy, and process adherence.
  • Perform process compliance audits for Incident, Request, and Change Management.
  • Manage critical escalations and act as primary IT liaison for vendor performance issues.

Training & Enablement

  • Deliver JSM and ITSM training to internal IT teams and external vendors.
  • Enable vendors on customized JIRA workflows and internal IT processes.

Requirement

  • 5+ years of experience in IT Service Management.
  • Strong knowledge of JSM, Atlassian ecosystem, and JQL.
  • Scripting/automation experience (Groovy, Python) is an advantage.
  • Strong data analysis skills for identifying trends and service improvements.
  • Experience managing external IT service vendors.
  • Preferred certifications: Atlassian Certified, ITIL v4 Foundation or higher.








More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Service Management
Employment Type:
Full time

About Company

Singapore Post

Job ID: 147614725

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Last Updated: 21-05-2026 07:51:30 PM
Homejobs in SingaporeSenior Analyst, IT Service Desk (1 Year Contract)

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