What The Role Is
You will be joining the AGD Helpdesk Transformation Team to modernise our helpdesk system and leverage on new technologies in improving customer experience and service delivery to public sector agencies and members of the public.
What You Will Be Working On
Specifically, you will supervise the team to ensure the following key deliverables:
- Implementation of a modernised helpdesk system with Gen AI functionalities
- Leveraging on new technologies (e.g. LLM, Gen AI, etc.) to promote self-help for the helpdesk system
- Conduct data analysis (using IT tools) on past helpdesk queries and statistics to gain insights into users behaviour and events and identify areas of improvement to operations
- Documentation of processes and creation of knowledge base articles to support financial processes and accounting-related service requests to improve efficiency
- Exploring and adopting of emerging tools, including pilot testing and deployment
- Monitoring and evaluating on the effectiveness of implementation of new technologies/tools
- Assisting on work on any other ad-hoc projects or tasks assigned
What We Are Looking For
- Tertiary qualifications in Finance, Business, IT or Systems related field with a minimum of 9 years of experience
- CA Singapore certification is preferred
- Keen interest in Ops-Tech;
- Prior experience in machine learning and/or Gen AI is a plus;
- Good understanding of Finance and Procurement processes as well as system implementation;
- Good critical thinking, problem-solving and analytical skills;
- Time management skills to multi-task and prioritize key deliverable ;
- Meticulous and a good team player who can work well independently and with various stakeholders;
- Good communication and presentation skills
You will be notified whether you have been shortlisted within 4 weeks from the closing date of this job posting.
