IT Support Executive

BGC GROUP PTE. LTD.; Singapore; On-site; SGD 31,000 - 37,000; Full time

Job summary

BGC GROUP PTE. LTD. is hiring an Ops Tech Support Officer to support critical case management systems in public service operations. You will triage user queries, coordinate with IT teams, and assist with UAT and system enhancements to ensure smooth operations.

The role emphasizes problem-solving, stakeholder engagement, process improvement, and thorough documentation, with a 12-month contract, office-based work at Thomson Road, and a 8:30am–6:00pm schedule from Monday to Friday.

Qualifications

• Excellent verbal and written communication abilities.
• Ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills.
• Experience in process improvement or workflow optimization.
• Reliable stakeholder management and collaboration.
• Ability to develop and maintain clear documentation.
• Strong organisational and task management abilities.

Responsibilities

• Triage and manage incoming user queries and system issues related to the case management system.
• Coordinate with IT teams, project managers, and case workers to support system administration.
• Support UAT, verification, and migration activities for system enhancements.
• Develop standardised workflows and documentation to improve consistency.
• Monitor system performance and identify areas for improvement during stabilisation.
• Maintain system documentation and user materials.
• Provide data governance and data management support as needed.
• Consolidate stakeholder feedback and validate enhancement outcomes.

Skills

Communication skills

Explain technical concepts to non-tech

Analytical thinking

Process improvement

Stakeholder management

Documentation

Organisational skills

MS Office (Excel, Word, PPT)

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 escalated 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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