IT Analyst (Subject Matter Expert - Customer Solution)

ServiceOne Limited; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT consulting firm based in Singapore is seeking an experienced IT Analyst to provide Level 2.5 support to the Asia Service Desk. The role involves resolving business application incidents, liaising between support teams, and mentoring junior staff. The ideal candidate has at least 3 years of IT experience, particularly in retail applications and strong problem management skills. This position offers an attractive remuneration package and opportunities for professional growth.

Benefits

Attractive remuneration package

Various types of leave

Discretionary bonus

Medical insurance

Qualifications

• Minimum 3 years of work experience in the IT field.
• Hands-on experience in retail business applications, including POS systems.
• Good command in written and spoken English.

Responsibilities

• Support Asia Service Desk to resolve business application incidents.
• Liaison between Central Support and Service Desk.
• Prepare reports using visualization tools.
• Perform problem management and analysis.

Skills

ITIL knowledge

Report analysis

Problem management

Communication skills

Customer service orientation

Job description

IT Analyst (Subject Matter Expert - Customer Solution)

Subject Matter Expert (SME) acts as Level 2.5 to support Asia Service Desk (ASD) to resolve Business Application incidents within the ASD organization. With the knowledge transferred from Business Application experts, SME is able to resolve business application incidents within the ASD minimizing the need of incident outbound escalation.

Responsibilities

• Report to Regional SDM supporting Asia IS&T Service Desk program;
• Liaison between Central Support and Service Desk for ensuring coordination of resolving parties, effective communication to stakeholders and post incident review;
• Prepare report in visualizing tools such as PowerPoint, Excel, etc.;
• Perform problem management/analysis with other Support Groups and capturing the details to prevent recurrence of the top topics in each month;
• Diagnose, investigate and resolve business application incidents (L2);
• Escalate incident to business application experts (L3), and collaborate with them on resolution;
• Develop standard procedures for responding to Business Application incidents, with help from business application experts (L3);
• Outline scripts for ASD agents to follow when communicating with users and stakeholders about business application incidents;
• Provide training and knowledge transfer to ASD agents and proximity engineers as and when required;
• Maintain domain knowledge (Customer Solution) documentations/knowledge database and manage application access rights

Requirements

• Min. 3 years of work experience in IT field;
• Hands-on experience in retail business applications, including POS system / front office APPs / digital platforms, etc.;
• IT experience in retail industry is mandatory;
• Self-driven and can work independently with minimum supervision;
• Good knowledge of ITIL disciplines and IT-related domain topics, e.g.: End-User Computing, Cloud, Cybersecurity;
• Good sense of reporting analysis to provide an overview of respective domains effectively;
• Good command in written and spoken English;
• Willing to support and mentor junior staff;
• Effective task and time management, proactive to complete daily tasks.

We offer excellent career opportunities, attractive remuneration package and fringe benefits includingbanking holiday,various types of leave,discretionary bonus&medical insurance. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months.

ServiceOne Limited is one of the largest Information Technology (IT) consulting and managed services provider in the region. The company was founded in 1999 and is headquartered in Hong Kong with strong foothold in China and business coverage in Asia Pacific region. Our clients are government departments, non-government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.

We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319) .

To Stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all her customers, we invite high-caliber candidate of you to join our company.

For more information, please visit our website atwww.serviceoneasia.com.