Application Support Lead (ServiceNow / Virtual Agent)

STAFFKING PTE LTD; Singapore; On-site; SGD 67,000 - 89,000; Full time

Benefits offered by this job

AWS bonus

Medical benefits

Flexible benefits

Annual leave 18 days

Job summary

Staffking Pte Ltd in Singapore is seeking an experienced ITSM leader to run day-to-day support for the company’s business application portfolio, ensuring system stability and SLA-compliant incident handling. The role includes planning and deploying an AI virtual agent to resolve common user issues.

You will serve as the L2 escalation point, coordinate upgrades and UAT with vendors, and drive adoption through training while tracking performance and managing budgets.

Qualifications

• Experience leading application support or ITSM teams.
• ITIL Foundation certification preferred.
• Experience delivering chatbots or virtual agents is a plus.

Responsibilities

• Run day-to-day support for the company's business application portfolio and resolve incidents within SLA.
• Act as the L2 escalation point and coordinate vendors and internal teams.
• Drive AI virtual agent rollout: plan scope, escalation rules and L1-to-L2 handover.
• Coordinate upgrades, UAT with users and vendors, enforce ITSM practices.
• Track performance, deflection and catalogue growth, manage vendors and budget.

Skills

ITSM leadership

L2 support

Incident management

Vendor coordination

AI chatbot rollout

Tools

ServiceNow

Copilot Studio

Job description

Highlights

• Salary: $6,000 – $8,000 monthly basic
• Working days: 5 days a week
• Working hours: 8:00am – 5:30pm
• Bonus: AWS + 2.5 months variable bonus
• Benefits: Flexible benefits + medical benefits + 18 days AL
• Lead an AI support agent rollout

Job Scope

• Run day-to-day support for the company's business application portfolio, keeping systems stable and closing incidents and requests within SLA.
• Act as the L2 escalation point: troubleshoot complex issues, bring in vendors and internal teams where needed, and handle access, configuration, patching, releases and health checks.
• Drive VAPT findings to closure with vendors, infrastructure and security teams, tracking each item against its deadline.
• Coordinate enhancements, upgrades and UAT with business users and vendors, and enforce proper incident, problem and change practices on the ITSM platform.
• Plan and roll out an AI virtual agent that solves common user issues using structured knowledge catalogues, and define its scope, escalation rules and L1-to-L2 handover.
• Build and govern the catalogue framework (troubleshooting guides, FAQs, resolution scripts, decision trees), turning every repeatable L2 fix into new L1 content.
• Track agent and shift-left performance (deflection, first-contact resolution, L1 resolution %, catalogue growth), tune content and workflows, and manage the related vendors and budget.
• Work with business units on pain points and priorities, find recurring root causes to fix permanently, and drive user adoption of the agent through training and communication.

Job Requirements

• Experience leading application support or ITSM teams preferred, ideally ITIL Foundation certified.
• Background in delivering chatbots or virtual agents (e.g. ServiceNow Virtual Agent, Copilot Studio) would be an advantage.

Staffking Pte Ltd (20C0358) | Teo Yong Han (R22110013)