(Senior) Development Partner, Customer Innovation [1-Year Contract]

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

[What the role is]

The Customer Innovation (CI) Division drives the development and operationalisation of digital platforms that connect and support Singapore enterprises. This role sits within a small, focused team responsible for ensuring platform readiness and smooth day-to-day operations as new products go live.

[What you will be working on]

This portfolio plays a key part in supporting the successful launch and ongoing operations of a new digital platform serving Singapore enterprises.

Helpdesk & Operations Setup

• You will design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates, and resolution timeframes

• Develop standard operating procedures (SOPs) for common support scenarios and incident management

• Establish service level agreements (SLAs) and key performance indicators (KPIs) for support team response times

• Develop incident response procedures for various platform scenarios

Documentation, Content & Knowledge Management

• Support the Platform Administrator in developing 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 enterprise touchpoints for a seamless enterprise experience

• 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 the 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

Platform Health Monitoring

• Support the 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

Contact & Stakeholder Management

• Assist with the onboarding and offboarding of contacts (e.g. service providers, government agencies, and business associations) from various business units

• Develop and manage an enquiry dashboard for tracking and reporting purposes, ensuring the 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]

What You'll Be Using and Applying

• Experience in technical support, platform operations, or a related field, with at least 2 years in a relevant role

• Ability to design and document operational workflows, SOPs, and helpdesk processes with clarity and rigour

• Skilled in translating technical concepts and platform functionality into clear, accessible documentation for varied audiences

• Experience developing monitoring frameworks, tracking performance metrics, and using data to surface operational insights, with proficiency in Microsoft Excel or SQL preferred

• Strong project coordination skills, with the ability to manage multiple content streams, stakeholder inputs, and documentation workstreams concurrently

• Degree in any discipline, or equivalent work experience

How We Work Together

We value individuals who demonstrate our CoRE values – collaborating effectively across teams, engaging others with respect, acting with courage to speak up and make decisions, and being enterprising in taking ownership, learning continuously, and driving outcomes in a dynamic environment.