Ops Tech Support & Process Improvement Officer

BGC Group; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

BGC Group is seeking an Ops Tech Support Officer in Singapore to support a case management system through its stabilisation phase and drive improvements to workflows and processes.

You’ll work with IT teams, project managers and frontline users to resolve issues, gather requirements, coordinate UAT and implement improvements to streamline operations and data governance.

This role blends IT support with process engineering in a dynamic, collaborative environment.

Qualifications

• Strong analytical and problem-solving skills with an interest in technology and process improvement.
• Experience in Business Analysis, Systems Analysis, Application Support, UAT, requirements gathering, process mapping or workflow optimisation is advantageous.
• Excellent communication skills and ability to explain technical concepts to non-technical users.

Responsibilities

• Manage and triage user queries, system issues and feedback, escalating technical issues to the relevant IT teams when required.
• Work closely with IT staff, project managers and case workers to support smooth system operations.
• Support requirements gathering, UAT, system verification and migration activities for system enhancements.
• Monitor system performance, identify recurring issues and coordinate improvements with the core team.
• Support data governance activities and maintain data accuracy and integrity.
• Maintain and update system documentation, process guides and user-facing materials.
• Support knowledge transfer and handover of processes to the permanent team.
• Review existing workflows and identify gaps, inefficiencies and opportunities for improvement.
• Engage with IT teams, project managers and social workers to understand their operational needs and pain points.
• Design, prototype and implement technology-enabled solutions to streamline processes and reduce manual work.
• Support project tracking, including timelines, budgets and delivery requirements.
• Develop standardised workflows and SOPs for recurring operational activities.
• Document improved processes to support consistent and sustainable operations.

Skills

Analytical skills

Problem solving

Communication skills

Project coordination

Stakeholder management

Education

Information Technology

Computer Science

Data Analytics

Business Administration

Office Management

Tools

UAT

Job description

BGC Group is seeking an Ops Tech Support Officer in Singapore to support a case management system through its stabilisation phase and drive improvements to workflows and processes.

You’ll work with IT teams, project managers and frontline users to resolve issues, gather requirements, coordinate UAT and implement improvements to streamline operations and data governance.

This role blends IT support with process engineering in a dynamic, collaborative environment.