IT Service Management Specialist

1 week ago

Singapore NE Digital Full time

COMPANY DESCRIPTION

NE Digital is the digital, data and technology organization that serve as a center of excellence to drive digital transformation for our group of NTUC Social Enterprises to meet the critical social needs of Singapore's community. Delivering innovative products and solutions, we empower our people to lead a better and meaningful life through digital services in the area of daily essentials, health and community care, childcare and education as well as financial services.

**The Team**

We believe that diversity is key to driving an innovative, cohesive, productive and fun workplace Hence, at NE Digital our people join us from all around the world. Be sure to be soaked in an environment with different ethnic groups driving innovation and injecting some creative juice as one

Contributing to a social purpose through technology, our team of passionate and dedicated folks are spread into different social enterprises such as NTUC Fairprice Group, NTUC First Campus, NTUC Health and among others

**Creating technologies that impacts**

DESIGNATION : IT Service Management Specialist

RESPONSIBILITIES

End Users Services is the IT Services and Support team for NTUC Group of Social Enterprises. We are currently a team of about 35 people. We are building a unified digital ecosystem across Social Enterprises for a universal user experience.

We take a user-centric approach in our everyday operations and measure our success via service level objectives & customer satisfaction surveys. We work with modern technologies (eg. Chromebooks, Gsuite, VDI, etc) to develop our NTUC Social Enterprises’ future of works.
- IT Service Management Specialist is responsible for ensuring smooth delivery of IT Services for a group of Social Enterprises.
- He/She must be well versed in IT process mapping, streamlining and harmonizing procedures and producing work instructions for the central IT Helpdesk and Desksides engineers.
- Service Level Management, Root Cause Analysis, Continuous Improvement, Training and Quality are also the core duties, with regular reports produced and submitted to the reporting officer and IT Heads of the various Social Enterprises.

QUALIFICATIONS
- 3-5 years work experience in IT Service Management and ITIL V4 Certification
- Strong knowledge of IT Service Management Ticketing Tool (eg. Jira Service Desk, ServiceNow etc.)
- Ability to handle major incidents, change advisory board, problem management
- Thrives in a results-oriented, fast-paced environment
- Experience in major incident management
- Lean Six Sigma or related experience
- Experienced in conducting end user training
- Excellent track record of IT Service Management
- People-oriented, customer service mindset
- Excellent communication skills
- Naturally positive attitude, with the ability to maintain patience and composure under pressure
- Positive, team-oriented mindset, with a natural willingness to always go the extra mile

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