Business Support Manager

4 weeks ago

Singapore MOH Office for Healthcare Transformation (MOHT) Full time

MOHT envisions a transformed health system that is patient-centric, data-driven and digitally enabled to better empower health, prevent disease and provide excellent value-based care. To realise this vision, MOHT's mission is to design and implement innovative solutions essential for the desired health system transformation.

TRUST is a data sharing and analytics platform that supports the secure use of research and real-world datasets to enable health research data analytics, so as to improve health outcomes for Singapore and support data-driven innovation

Summary of the role

As a Business Support Manager in TRUST, you will be involved in managing the day-to-day operational elements of TRUST that interfaces with government agencies developing TRUST (e.g. GovTech, Synapxe) as well as with the users from the public and private research ecosystem.

You will also be involved in managing and supporting our JIRA environment, ensuring efficient configuration, maintenance, and optimization of Atlassian JIRA tools to support project and workflow management across teams. You will take the lead in establishing and implementing effective operational workflows, procedures and best practices in accordance with government policies.

Service level is a key responsibility of this role, and continuous improvement in processes (including tools) is essential to ensure Data User, Data Contributor and Stakeholder satisfaction.

We are looking for a self-starter who is resourceful and has experience in executing and leading projects independently. Demonstrated hands-on experience in both small and large organizations, providing smooth and efficient service that meets the expectations of stakeholders and needs of users in the ecosystem.

Job responsibilities
  • Accountable for the efficient management of day-to-day operational activities in support of users, members, partners and/or contributors.
  • Support the effective implementation & refinement of process workflows.
  • Support all user billing activities & policies to ensure timely, efficient & accurate generation of invoices & payment matters.
  • Manage user queries, service requests & user reported incidents and ensure fulfilment & resolution within the set SLAs.
  • Maintain documentation of all TRUST processes and workflows and ensure Standard Operating Procedures (SOPs) comply with TRUST policies.
  • Track performance metrics and prepare monthly reports.
  • Lead in the effective implementation & refinements of JIRA ITSM across TRUST.
Job requirements
  • Familiarity and/or related experience in ops incident management, call centre, marketing & communications, customer service and/or service delivery operations
  • Familiarity and/or related experience in healthcare and/or research.
  • Experience with cloud-based services (e.g. AWS, Azure), project management tools (e.g. Atlassian, JIRA) and web content management system (e.g. WordPress).
Organisational context
  • Tech Platform Partners: GovTech and Lifebit
  • Internal stakeholders: Data Concierge, Data Management, Technical Support, Research Enablement.
Desirable experience
  • Proven experience as a JIRA Administrator or similar role (2+ years preferred).
  • At least 1 year of experience with Confluence and other Atlassian tools.
  • Related work experience in healthcare research environment.

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