IT Knowledge Analyst, AVP

OCBC Group; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

OCBC Group in Singapore seeks an IT Knowledge Analyst to manage the Known Error Database (KEDB), ensuring accurate documentation, quick searchability, and seamless integration with Incident Management workflows. The role is office-based at Loyang and focuses on governance, data quality, and continuous improvement.

Requirements include a Bachelor’s degree in IT or related field and at least 5 years in ITSM, with ITIL familiarity.

Qualifications

• Bachelor's degree in IT or related field.
• At least 5 yrs in IT Service Management or operations; experience with knowledge or database management preferred.
• Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage.
• Strong attention to detail, documentation skills, and ability to enforce governance standards.
• Good communication and collaboration skills.

Responsibilities

• Own day-to-day maintenance of KEDB entries, ensuring completeness and accuracy of symptoms, impacted services, root causes, workarounds, and permanent fix status.
• Validate and update entries based on RCA outputs and remediation progress.
• Ensure KEDB is integrated with Incident Management workflows for quick search and application by Service Desk and Technology Command Centre.
• Monitor KEDB effectiveness (search success rate, usage metrics) and recommend enhancements to improve adoption and impact.
• Enforce standards for KEDB taxonomy, templates, metadata, and version control.
• Conduct periodic reviews to ensure entries remain current and actionable.
• Support audits and compliance checks related to knowledge governance.
• Work closely with Problem Analyst and Problem Manager to ensure timely updates and alignment with RCA outputs.
• Provide guidance to Service Desk and technical teams on KEDB usage and best practices.
• Track and report KEDB performance metrics; identify gaps and propose improvements.
• Contribute to initiatives that enhance knowledge accessibility and usability across the Group.

Skills

Attention to detail

Documentation skills

Governance enforcement

Communication skills

Collaboration skills

Education

Bachelor's degree in IT or related field

Tools

ITIL practices

Job description

WHO WE ARE:

As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Job Purpose

The IT Knowledge Analyst is responsible for managing and maintaining the Known Error Database (KEDB) to enable rapid incident resolution and organizational learning. This role ensures that known errors are accurately documented, searchable, and integrated into operational workflows. The IT Knowledge Analyst also monitors KEDB effectiveness and drives improvements in usability and governance.

Key Responsibilities

Known Error Database (KEDB) Management

• Own day-to-day maintenance of KEDB entries, ensuring completeness and accuracy of symptoms, impacted services, root causes, workarounds, and permanent fix status.
• Validate and update entries based on RCA outputs and remediation progress.
• Ensure KEDB is integrated with Incident Management workflows for quick search and application by Service Desk and Technology Command Centre.
• Monitor KEDB effectiveness (search success rate, usage metrics) and recommend enhancements to improve adoption and impact.

Governance & Standards

• Enforce standards for KEDB taxonomy, templates, metadata, and version control.
• Conduct periodic reviews to ensure entries remain current and actionable.
• Support audits and compliance checks related to knowledge governance.

Collaboration & Communication

• Work closely with Problem Analyst and Problem Manager to ensure timely updates and alignment with RCA outputs.
• Provide guidance to Service Desk and technical teams on KEDB usage and best practices.

Analytics & Continuous Improvement

• Track and report KEDB performance metrics; identify gaps and propose improvements.
• Contribute to initiatives that enhance knowledge accessibility and usability across the Group.

Requirements

• Bachelor's degree in IT or related field.
• At least 5yrs in IT Service Management or operations; experience with knowledge or database management preferred.
• Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage.
• Strong attention to detail, documentation skills, and ability to enforce governance standards.
• Good communication and collaboration skills.

Side note: This role requires 100% work in office and is based at Loyang.

What we offer:

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry-leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
• Let's build the bank we need for the future we want.
• Find the best version of yourself in a friendly, supportive team.
• Build lasting value in your community.
• Help people grow their assets, business, and investments.
• Take your learning as far as you can.
• Or simply enjoy a vibrant, future-ready career.
• Your Opportunity Starts Here

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world's highest credit rating (Aa1 by Moody's and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.