Itas Ba/pmo

1 week ago

Singapore TANGSPAC CONSULTING PTE LTD Full time

Actively involve in discovery, define, develop and deploy across ITAS workstreams (AskIT, IT Help, IT Service Board & Tech Workbench) - Primary Role/Responsibilities
1. Schedule regular cadences with Journey Sponsor, Workstream Leads and all stakeholders, co-ordinate deck, prepare file notes and follow up action items
2. Support/facilitate for all workstreams:
a. Requirements gathering, analysis and design for ITAS journey / workstreams for end users and service engineers, working with all workstreams, FoW, EASRE, Group Design etc.
b. Issue resolution
c. Review and refine UAT test cases
d. UAT & live verification for rollout
3. Maintain and track burndown of backlogs, ITAS workplan for all MVPs, interdependencies among the workstreams
5. Prepare deck / status reporting on ITAS Journey
6. Collaborate with relevant parties on EDM related to rollout for ITAS

ITAS Operate (BAU): Actively track and review actionable insights and observability from ITAS Control Tower for ticket SLA - Secondary Role/Responsibilities as cover
1. Review and follow up with support teams on ticket SLA (missed SLA, high ticket volume, high transfer volume)
2. Review and follow-up on negative sentiments/feedbacks from Employee Experience survey and ticket feedback, escalate if required
3. Collaborate with HR Learning on mandatory training for service engineers
4. Recognition for service engineers and top performing app teams
5. Support Arbitration Team in processing ticket transfer request, handle dispute and ageing cases escalated by users /service engineers
6. Track and report on ITAS driver and outcome metrics
7. Schedule bi-weekly cadence with LOBs / markets, prepare file notes and follow up on any action items
8. Maintain and burn down backlogs as prioritized for ITAS Operate
9. Perform UAT For D’Concierge / iService enhancements/fixes

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