IT Engineer (Quality Assurance, Knowledge & Process Management)

LAM RESEARCH SINGAPORE PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology company in Singapore is seeking a qualified individual responsible for enhancing end-user service quality by implementing robust Quality Assurance frameworks, managing Knowledge Centric Services, and improving overall digital employee experience. The ideal candidate should possess a Bachelor's degree in Information Technology, have over 3 years of relevant experience in Quality Assurance, and demonstrate strong skills in knowledge management, analytical abilities, and effective communication. This role involves cross-functional collaboration and attention to process optimization.

Qualifications

• More than 3 years in Quality Assurance, Knowledge & Process Management within IT services.
• Strong ITIL working knowledge is required.
• Prior experience with ServiceNow Knowledge & Reporting.

Responsibilities

• Develop QA program, sampling, and calibration; perform audits and publish dashboards.
• Govern content lifecycle and manage templates and style guide.
• Map and standardize SOPs for process management.

Skills

Quality Assurance

Knowledge Management

Process Management

Analytical skills

Communication

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

SharePoint

Microsoft 365

Job description

The incumbent will be responsible for end‑user service quality and knowledge excellence by implementing Quality Assurance frameworks, governing Knowledge Centric Services (KCS) aligned knowledge and engineering support processes that reduce friction and improve digital employee experience and cost to serve.

Job Duties and Responsibilities

A. Quality Assurance (QA)

• Develop QA program, sampling, and calibration; perform audits and publish dashboards; coach to improve behaviors and outcomes.
• Establish a defect taxonomy and root‑cause library; drive CAPA and verify effectiveness.

B. Knowledge Management (KCS‑aligned)

• Govern content lifecycle, metadata/taxonomy and findability; manage templates and style guide.
• Run author enablement/training and peer review; track reuse/deflection and knowledge impact on FCR/FTF

C. Process Management & CI

• Map and standardize SOPs for onboarding/offboarding, refresh, VIP, and loaners; define controls and measurement plans.
• Quantify benefits and report monthly to leadership (experience/cost/risk) and any other duties as assigned by the Immediate Supervisor.

Job Requirements

• Bachelor’s degree in Information Technology/Information Services or related field with more than 3 years in Quality Assurance, Knowledge & Process Management within IT services
• Strong ITIL working knowledge is required
• Prior experience handling ServiceNow Knowledge & Reporting; SharePoint/Confluence
• Proficiency in Tool Stack & following Platforms : ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB), Endpoint mgt (Microsoft Intune/Autopilot, ConfigMgr (SCCM); Jamf), Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker; MFA, Productivity/Collab: Microsoft 365 (Teams/Outlook/SharePoint); Conferencing/AV incl. Teams Rooms
• Strong understanding of process mapping & requirement gathering
• Strong analytical & problem-solving skills
• Excellent verbal & written communication skills
• Collaborate effectively with cross-functional teams
• Strong organizational & time management skills
• Attention to details