IT Knowledge Analyst: KEDB & Incident Optimizer (Onsite)

OCBC (Singapore); Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

OCBC Bank Singapore is seeking an IT Knowledge Analyst to manage the Known Error Database (KEDB) and enable rapid incident resolution by ensuring entries are complete, searchable and integrated with Incident Management workflows.

You will enforce governance standards, collaborate with Problem Analysts and Service Desk teams, track KEDB metrics, and drive knowledge accessibility across the group. This 100% on-site role is based at Loyang.

Qualifications

• Bachelor’s degree in IT or related field.
• At least 5 yrs in IT Service Management or operations; knowledge or database management preferred.
• Familiarity with ITIL practices; 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 with complete symptoms, services, root causes, workarounds, and status.
• Validate and update entries based on RCA outputs and remediation progress.
• Ensure KEDB integrates with Incident Management workflows for quick search by Service Desk and Technology Command Centre.
• Monitor KEDB effectiveness and recommend enhancements to improve adoption and impact.
• Enforce standards for KEDB taxonomy, templates, metadata, and version control.
• Collaborate with Problem Analyst and Problem Manager on RCA alignment.
• Track KEDB metrics and identify improvement opportunities.
• Support audits and compliance checks related to knowledge governance.

Skills

IT Service Management

Knowledge Management

Documentation

Governance

Communication Skills

Education

Bachelor's degree in IT or related field

Tools

KEDB tooling

Incident Management tools

ITIL tooling

Job description

OCBC Bank Singapore is seeking an IT Knowledge Analyst to manage the Known Error Database (KEDB) and enable rapid incident resolution by ensuring entries are complete, searchable and integrated with Incident Management workflows.

You will enforce governance standards, collaborate with Problem Analysts and Service Desk teams, track KEDB metrics, and drive knowledge accessibility across the group. This 100% on-site role is based at Loyang.