Platform Operations & Documentation Specialist

Public Service Division; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

Public Service Division is seeking a candidate to help set up and run the enterprise platform support workflow. You will design end-to-end helpdesk processes, develop SOPs, and establish SLAs for timely incident handling.

The role also covers documentation, knowledge base maintenance, and training internal stakeholders on platform operations. You will coordinate content with product teams and business units, ensuring accurate, up-to-date documentation and communication across enterprise

Qualifications

• Experience in technical support, platform operations, or a related field.
• Ability to design and document operational workflows, SOPs, and helpdesk processes.
• Translate technical concepts into clear documentation for varied audiences.
• Experience developing monitoring frameworks and using data for insights.

Responsibilities

• Design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates, and resolution timeframes.
• Develop SOPs for common support scenarios and incident management.
• Establish SLAs and KPIs for support team response times.
• Develop incident response procedures for platform scenarios.
• Support documentation: FAQs, user guides, and knowledge base updates.
• Build training materials and brief internal stakeholders managing enterprise touchpoints.
• Coordinate with product teams and business units to gather content and requirements.
• Facilitate content review sessions and maintain version control for documentation.
• Create templates and guidelines for platform-related submissions.
• Onboard/offboard contacts and manage an enquiry dashboard for reporting.

Skills

Helpdesk workflows

SOPs

Documentation

Stakeholder management

Data analysis

Excel/SQL

Education

Degree in any discipline

Tools

Microsoft Excel

SQL

Job description

Public Service Division is seeking a candidate to help set up and run the enterprise platform support workflow. You will design end-to-end helpdesk processes, develop SOPs, and establish SLAs for timely incident handling.

The role also covers documentation, knowledge base maintenance, and training internal stakeholders on platform operations. You will coordinate content with product teams and business units, ensuring accurate, up-to-date documentation and communication across enterprise