IT Assistant Manager, Application Support & Automation

Talent First Pte. Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Talent First Pte. Ltd. is seeking an experienced IT professional to manage business application support in a logistics context, driving automation initiatives and ensuring SLA adherence.

The role requires 6–10 years in application support or IT service management, leadership experience, and proficiency with ITSM tools (ServiceNow, Jira Service Management, Freshservice) and automation tools like Power Automate.

Qualifications

• Degree in IT, Computer Science or related field.
• 6–10 years in application support or IT service management.
• At least 2 years in a lead or managerial role.
• Experience with ITSM tools (ServiceNow, Jira Service Management or Freshservice).
• Experience in support automation, chatbots, AI-enabled service desk solutions.
• Strong knowledge of ITIL processes and knowledge management.
• ITIL Foundation certification is required.

Responsibilities

• Manage day-to-day support for business applications and incidents within SLA.
• Act as L2 escalation point for complex issues.
• Coordinate enhancements, upgrades, UAT, releases and vendor support.
• Oversee ITSM processes: Incident, Problem, Change, Service Request.
• Develop and improve AI-enabled L1 support agent or chatbot.
• Build and maintain knowledge articles and runbooks.
• Review recurring issues and identify automation opportunities.
• Track service performance and user satisfaction.

Skills

Leadership

Incident management

Automation

Knowledge management

Stakeholder management

Education

Degree in IT/CS

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

Copilot Studio

Python

SQL

Job description

Job Overview

Our client, an established organisation in the logistics and supply chain industry, is seeking an experienced IT professional to manage business application support and drive support automation initiatives.

Responsibilities

• Manage day-to-day support for business applications and ensure incidents and service requests are resolved within SLA.

• Act as the L2 escalation point for complex application issues.

• Coordinate application enhancements, upgrades, UAT, releases and vendor support.

• Oversee ITSM processes covering Incident, Problem, Change and Service Request Management.

• Develop and improve an AI-enabled L1 support agent, chatbot or virtual assistant.

• Build and maintain knowledge articles, FAQs, runbooks and troubleshooting guides.

• Review recurring issues and identify opportunities for automation and permanent fixes.

• Track service performance, support metrics and user satisfaction.

Requirements

• Degree in IT, Computer Science or a related field.

• 6–10 years of experience in application support or IT service management.

• At least 2 years in a lead or managerial role.

• Experience with ITSM tools such as ServiceNow, Jira Service Management or Freshservice.

• Experience in support automation, chatbots, virtual agents or AI-enabled service desk solutions.

• Strong knowledge of ITIL processes and knowledge management.

• ITIL Foundation certification is required.

• Experience with Power Automate, Copilot Studio, Python or SQL is an advantage.

To Apply:

Interested candidates who wish to apply for this position are invited to click "Apply Now" and indicate "ATTN: JOSL" in their application.

We regret that only shortlisted candidates will be notified.

Joseph Low (R2089920)
Talent First Pte. Ltd.
EA License No.: 26C3535

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