Helpdesk Transformation Lead — Gen AI & Ops-Tech

Accountant-General's Department (Singapore); Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A government department in Singapore is seeking to improve its helpdesk system by leveraging new technologies. The role involves supervising a team in the implementation of a modern helpdesk system, conducting data analysis, and improving service delivery. Applicants should have a minimum of 9 years of experience, preferably with a CA certification and an interest in Ops-Tech. Strong analytical and communication skills are essential for success in this position.

Qualifications

• Tertiary qualifications in Finance, Business, IT or Systems related field with a minimum of 9 years of experience.
• CA Singapore certification is preferred.
• Prior experience in machine learning and/or Gen AI is a plus.
• Good understanding of Finance and Procurement processes as well as system implementation.
• Good critical thinking, problem-solving and analytical skills.
• Time management skills to multi-task and prioritize key deliverables.
• Meticulous and a good team player who can work well independently and with various stakeholders.
• Good communication and presentation skills.

Responsibilities

• Supervise the team to ensure key deliverables.
• Implement a modernised helpdesk system with Gen AI functionalities.
• Conduct data analysis on past helpdesk queries.
• Document processes and create knowledge base articles.
• Evaluate the effectiveness of new technologies/tools.
• Assist on any ad-hoc projects or tasks assigned.

Job description

A government department in Singapore is seeking to improve its helpdesk system by leveraging new technologies. The role involves supervising a team in the implementation of a modern helpdesk system, conducting data analysis, and improving service delivery. Applicants should have a minimum of 9 years of experience, preferably with a CA certification and an interest in Ops-Tech. Strong analytical and communication skills are essential for success in this position.