AVP, IT Knowledge & KEDB Management

OCBC Group; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

OCBC Group in Singapore seeks an IT Knowledge Analyst to manage the Known Error Database (KEDB), ensuring accurate documentation, quick searchability, and seamless integration with Incident Management workflows. The role is office-based at Loyang and focuses on governance, data quality, and continuous improvement.

Requirements include a Bachelor’s degree in IT or related field and at least 5 years in ITSM, with ITIL familiarity.

Qualifications

• Bachelor's degree in IT or related field.
• At least 5 yrs in IT Service Management or operations; experience with knowledge or database management preferred.
• Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage.
• Strong attention to detail, documentation skills, and ability to enforce governance standards.
• Good communication and collaboration skills.

Responsibilities

• Own day-to-day maintenance of KEDB entries, ensuring completeness and accuracy of symptoms, impacted services, root causes, workarounds, and permanent fix status.
• Validate and update entries based on RCA outputs and remediation progress.
• Ensure KEDB is integrated with Incident Management workflows for quick search and application by Service Desk and Technology Command Centre.
• Monitor KEDB effectiveness (search success rate, usage metrics) and recommend enhancements to improve adoption and impact.
• Enforce standards for KEDB taxonomy, templates, metadata, and version control.
• Conduct periodic reviews to ensure entries remain current and actionable.
• Support audits and compliance checks related to knowledge governance.
• Work closely with Problem Analyst and Problem Manager to ensure timely updates and alignment with RCA outputs.
• Provide guidance to Service Desk and technical teams on KEDB usage and best practices.
• Track and report KEDB performance metrics; identify gaps and propose improvements.
• Contribute to initiatives that enhance knowledge accessibility and usability across the Group.

Skills

Attention to detail

Documentation skills

Governance enforcement

Communication skills

Collaboration skills

Education

Bachelor's degree in IT or related field

Tools

ITIL practices

Job description

OCBC Group in Singapore seeks an IT Knowledge Analyst to manage the Known Error Database (KEDB), ensuring accurate documentation, quick searchability, and seamless integration with Incident Management workflows. The role is office-based at Loyang and focuses on governance, data quality, and continuous improvement.

Requirements include a Bachelor’s degree in IT or related field and at least 5 years in ITSM, with ITIL familiarity.