Platform Operations & Documentation Lead

Public Service Division; Singapore; On-site; SGD 48,000 - 62,000; Full time

Job summary

Public Service Division is seeking a professional to join the Customer Innovation team in Singapore, supporting platform readiness and day-to-day operations as new digital products go live.

You will design and document end-to-end helpdesk workflows, SOPs, and knowledge content; monitor platform health; and coordinate with platform administrators and government partners to ensure a smooth enterprise experience.

Qualifications

• At least 2 years in a relevant role.
• Ability to design and document operational workflows, SOPs, and helpdesk processes with clarity and rigour.
• Able to translate technical concepts into clear, accessible documentation for varied audiences.
• Experience developing monitoring frameworks and tracking performance metrics; Excel or SQL preferred.
• Strong project coordination skills managing multiple content streams and stakeholder inputs.

Responsibilities

• Design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates, and resolution timeframes.
• Develop standard operating procedures (SOPs) for common support scenarios and incident management.
• Establish SLAs and KPIs for support team response times.
• Develop incident response procedures for various platform scenarios.
• Support the Platform Administrator with comprehensive FAQ documentation and user guides.
• Create and maintain a knowledge base of solutions for recurring issues.
• Develop training materials and briefings for internal stakeholders managing enterprise touchpoints.
• Coordinate with product teams and business units to gather platform-related content and requirements.
• Maintain content update schedules and version control for all documentation.
• Establish review and approval workflows for content updates.

Skills

Technical support

Platform operations

Documentation writing

Project coordination

Education

Degree in any discipline

Tools

Microsoft Excel

SQL

Job description

Public Service Division is seeking a professional to join the Customer Innovation team in Singapore, supporting platform readiness and day-to-day operations as new digital products go live.

You will design and document end-to-end helpdesk workflows, SOPs, and knowledge content; monitor platform health; and coordinate with platform administrators and government partners to ensure a smooth enterprise experience.