Service Management Specialist (Contract)

Position Summary

The Service Management team at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

Key Responsibilities

• Operate the Platform Support escalation mailbox/portal, ensuring the delivery of an excellent and consistent level of customer service through various communication channels, such as email and ticketing system
  • Provide support to internal and external stakeholders and escalate issues to technical teams as necessary
  • Schedule meetings with external teams and internal stakeholders, provide insights and details from L1 Support perspective for joint discussion in resolving any issue raised by industry
  • Track tickets via mailbox for case escalation, ensuring timely assignment of tickets and providing necessary follow-up actions to assist the ticket requestor according to Service Level Agreements (SLAs)
  • Develop and maintain standard operating procedures. Participating in any process discussion, Change Requests and enhancement required by the respective platforms

Requirements

Education and Experience

• Diploma or bachelor's degree in business, Information technology or related field
• 1 to 2 years of experience in banking operations, project coordination, user acceptance testing or related areas

Skills and Knowledge

• Proficient in Microsoft Office Suite
• Good customer and stakeholder management skills
• Agile and able to work independently
• Proficient in Microsoft Office Suite
• Attention to details, demonstrate good analytical and problem-solving skills
• A self-starter, resourceful and active team player
• Ability to multi-task, prioritise and deliver consistent results under pressure