Service Management Specialist

2 days ago

Toa Payoh Central Community Development Council, Singapore NETS Full time $40,000 - $60,000 per year

Job description:

Team & Position Summary

The Operations division 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.

The Platform Specialist role will be working in a highly collaborative environment with cross-functional teams to deliver the desirable project outcome for Project Go-Live. The incumbent will be the key contact person between the Project Managers, Product and Service Hub and will be providing operational support for the respective platform upon go live.

Key responsibilities

  • Provide input on the process and operational requirements and to review on the relevant Platform Portal Specifications
  • To review and sign off on the internal test plan and test cases (including the test traceability matrix) provided by Net Solutions for the Operator Portal under the guidance of Managers
  • Perform sample validation of the portal functional test results and test evidence from the Vendor and acknowledge the acceptance of testing on the relevant platform Portal. Participate and coordinate any Industry testing which are required
  • End to end involvement including Project discussion, Business requirement gathering, User requirement gathering and creation and testing of any User Acceptance Test cases related to the platform portal
  • 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
  • Work closely with internal stakeholders to map out the current service process to ensure seamless operation flows once platform Go Live
  • Conducting weekly meetings with division managers on the updates of the project progress

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

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