IT Business Analyst (12 Month Contract)

BGC Group Pte Ltd; Singapore; On-site; SGD 31,000 - 37,000; Full time

Job summary

BGC Group Pte Ltd is seeking an Ops Tech Support Officer to support and enhance critical case management systems within a public sector context at our Singapore office. The role emphasizes problem-solving, stakeholder engagement, and technology-enabled operations to improve social service delivery.

This 12-month contract is office-based in Singapore. You will handle user queries, coordinate with IT and project teams, and contribute to documentation, UAT, and process improvements while

Qualifications

• Excellent verbal and written communication
• Ability to translate technical concepts for non-technical audiences
• Strong analytical and problem-solving capabilities
• Experience in process improvement, workflow optimisation, or operational support
• Strong stakeholder management and collaboration skills
• Ability to develop and maintain clear documentation

Responsibilities

• Triage and manage incoming user queries, system issues, and feedback related to the case management system
• Ensure timely resolution of issues and escalate complex cases as needed
• Coordinate with IT teams, project managers, and case workers to support system administration
• Support requirements gathering, UAT, verification, and migration activities for system enhancements
• Consolidate stakeholder feedback and validate enhancement outcomes
• Maintain and update system documentation and user materials

Skills

Verbal and written communication

Analytical thinking

Process improvement

Stakeholder management

Documentation

Office Suite (Excel, Word, PowerPoint)

Technical explanation to non-technical

Organisational skills

Tools

Microsoft Office Suite

Job description

We’re Hiring: Ops Tech Support Officer

Join a dynamic public sector team and play a key role in supporting and enhancing critical case management systems that enable effective social service operations. This is an excellent opportunity for individuals who enjoy problem-solving, stakeholder engagement, process improvement, and technology-enabled operations while contributing to meaningful social impact.

Job Highlights

Salary: $2,760 - $3,340 per month

Work Location: 512 Thomson Road, Singapore 298136

Working Arrangement: Monday to Friday, 8:30am to 6:00pm (Work From Office)

Employment Type: 12-Month Contract

Key Responsibilities

Project 1: Operational Support During System Stabilisation Phase

• Triage and manage incoming user queries, system issues, and feedback related to the case management system
• Ensure timely resolution of issues and elevate complex cases to relevant IT staff or project managers where required
• Coordinate with IT teams, project managers, and case workers to support system administration and effective resource utilisation
• Support requirements gathering, User Acceptance Testing (UAT), verification, and migration activities for system enhancements
• Consolidate stakeholder feedback and validate enhancement outcomes
• Monitor system performance and identify areas for improvement during the stabilisation phase
• Provide administrative support for data governance and management activities, ensuring data integrity and compliance
• Maintain and update system documentation, process guides, and user materials
• Support knowledge transfer and process handover to the permanent team to ensure continuity of operations

Project 2: Streamlining of Case Management System Operations

• Review existing workflows and operational processes related to system administration, issue management, and feature deployments
• Identify operational gaps, inefficiencies, and improvement opportunities
• Engage key stakeholders to understand business needs, operational challenges, and user pain points
• Design, prototype, and implement technology-enabled operational solutions to improve business processes
• Support end-to-end implementation of process enhancements from conceptualisation through deployment
• Assist in tracking project timelines, deliverables, budgets, and operational requirements
• Develop standardised workflows and documentation to improve consistency and reduce manual effort
• Document enhanced processes for long-term operational use by the permanent team

Who We're Looking For

• Strong communicators who can effectively engage both technical and non-technical stakeholders
• Analytical and solution-oriented individuals with a passion for process improvement
• Team players who enjoy collaborating across multiple stakeholder groups
• Individuals who are adaptable, resilient, and able to thrive in a dynamic operating environment
• Organised professionals capable of managing multiple workstreams and priorities

Must-Have Skills

• Good verbal and written communication skills
• Ability to explain technical concepts clearly to non-technical audiences
• Strong analytical and problem-solving capabilities
• Experience in process improvement, workflow optimisation, or operational support
• Strong stakeholder management and collaboration skills
• Ability to develop and maintain clear documentation
• Good organisational and task management skills
• Proficiency in Microsoft Office applications, especially Excel, Word, and PowerPoint

Nice-to-Have Skills

• Experience supporting business applications or case management systems
• Familiarity with project management methodologies
• Experience in process mapping and workflow design
• Exposure to User Acceptance Testing (UAT), system implementation, or migration activities
• Experience working within public sector or social service environments
• Knowledge of data governance and data management practices

What We Look For

• Proactive individuals who take ownership of tasks and drive outcomes
• Strong problem-solvers with a continuous improvement mindset
• Customer-focused professionals committed to delivering quality support
• Collaborative team members who work effectively across diverse stakeholder groups
• Adaptable and resourceful individuals who can navigate evolving project requirements
• Enthusiastic learners who embrace new technologies and ways of working

Relevant experience in operations support, project coordination, systems support, IT administration, business process improvement, or related fields will be advantageous.

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Internal Ref: ID – JO-29278

EA License:05C3053