Platform Operations & Knowledge Lead

ESG Enterprise Singapore; Santo Niño 1st; On-site; PHP 446,000 - 714,000; Full time

Job summary

ESG Enterprise Singapore is seeking a Platform Operations & Documentation Specialist to join the Customer Innovation division. You will help design, document, and implement end-to-end helpdesk workflows as new digital platforms go live.

This role covers SOP development, knowledge management, platform health monitoring, and collaboration with product teams and stakeholders to ensure accurate content and smooth enterprise touchpoints.

Qualifications

• Experience in technical support, platform operations, or related field.
• Ability to design and document workflows, SOPs, and helpdesk processes.
• Able to translate technical concepts into clear documentation.
• Degree in any discipline; equivalent work experience.

Responsibilities

• Design and document end-to-end helpdesk workflows including ticket categorisation, escalation paths, response templates and resolution times.
• Develop SOPs for common support scenarios and incident management.
• Establish SLAs and KPIs for support team response times.
• Develop incident response procedures for various platform scenarios.
• Support Platform Administrator in developing comprehensive FAQ documentation.
• 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 enterprise touchpoints.
• Coordinate with product teams and stakeholders to gather content and requirements.
• Facilitate content review sessions and maintain content update schedules.

Skills

Technical support

Platform ops

Workflow design

Documentation

SOPs

Data analysis

Excel

SQL

Project coordination

Stakeholder management

Education

Degree in any discipline

Tools

SQL

Microsoft Excel

Job description

ESG Enterprise Singapore is seeking a Platform Operations & Documentation Specialist to join the Customer Innovation division. You will help design, document, and implement end-to-end helpdesk workflows as new digital platforms go live.

This role covers SOP development, knowledge management, platform health monitoring, and collaboration with product teams and stakeholders to ensure accurate content and smooth enterprise touchpoints.