Development Partner, Customer Innovation

3 days ago

Bugis, Singapore ESG Enterprise Singapore Full time $60,000 - $120,000 per year

[What the role is]

The Customer Innovation (CI) Division is looking for an officer to assist in operationalising a new digital platform for the enterprises. The officer will work closely with the platform lead and administrator, to ensure platform readiness for product launches, handling day-to-day operations support as the platform goes live.

[What you will be working on]

Helpdesk Process Development

  • Design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates and resolution timeframes
  • Create standard operating procedures for common support scenarios and incident management
  • Establish service level agreements (SLAs) and key performance indicators (KPIs) for support team response times

Platform Documentation

  • Support Platform Administrator to develop comprehensive FAQ documentation covering platform features, common issues, and troubleshooting guides

  • Create and maintain user guides for different user roles and permission levels

  • Build and maintain a knowledge base of solutions for recurring issues

  • Develop training materials and conduct briefings to internal stakeholders managing enterprises' touchpoints for seamless enterprise experience

Platform Health Monitoring

  • Support Platform Lead in implementing monitoring tools and dashboards to track platform performance metrics
  • Monitor platform performance and functionality, identifying and reporting any issues or anomalies
  • Develop incident response procedures for various platform scenarios

Content Management

  • Coordinate with product teams, subject matter experts, and business units to gather platform-related content and requirements
  • Facilitate content review sessions to ensure stakeholders validate accuracy and completeness of documentation
  • Maintain content update schedules and version control for all platform documentation
  • Create templates and guidelines for stakeholders to submit platform-related information
  • Establish review and approval workflows for content updates from various departments

Contact & Stakeholder Management

  • Assist with onboarding and offboarding of contacts (e.g. service providers, government and business associations) from various business units.
  • Develop and manage enquiry dashboard for tracking and reporting purposes. Ensure that contact database is updated, accurate and relevant.
  • Coordinate the reporting by contacts on their engagement status.
  • Handle and resolve platform-related queries from companies and contacts.

[What we are looking for]

  • 2+ years experience in technical support or platform operations
  • Ability to translate technical concepts into easy-to-understand guidance
  • Experience in process documentation and workflow design
  • Strong analytical skills for developing monitoring frameworks and support processes
  • Strong project coordination skills for managing multiple content streams
  • Strong data entry and validation skills. Proficiency in Microsoft Excel or SQL preferred.

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