Senior Assistant Director - Helpdesk Transformation

Accountant-General's Department; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A government department in Singapore is seeking to improve its helpdesk system by leveraging new technologies. The role involves supervising a team in the implementation of a modern helpdesk system, conducting data analysis, and improving service delivery. Applicants should have a minimum of 9 years of experience, preferably with a CA certification and an interest in Ops-Tech. Strong analytical and communication skills are essential for success in this position.

Qualifications

• Tertiary qualifications in Finance, Business, IT or Systems related field with a minimum of 9 years of experience.
• CA Singapore certification is preferred.
• Prior experience in machine learning and/or Gen AI is a plus.
• Good understanding of Finance and Procurement processes as well as system implementation.
• Good critical thinking, problem-solving and analytical skills.
• Time management skills to multi-task and prioritize key deliverables.
• Meticulous and a good team player who can work well independently and with various stakeholders.
• Good communication and presentation skills.

Responsibilities

• Supervise the team to ensure key deliverables.
• Implement a modernised helpdesk system with Gen AI functionalities.
• Conduct data analysis on past helpdesk queries.
• Document processes and create knowledge base articles.
• Evaluate the effectiveness of new technologies/tools.
• Assist on any ad-hoc projects or tasks assigned.

Job description

What The Role Is

You will be joining the AGD Helpdesk Transformation Team to modernise our helpdesk system and leverage on new technologies in improving customer experience and service delivery to public sector agencies and members of the public.

What You Will Be Working On

Specifically, you will supervise the team to ensure the following key deliverables:

• Implementation of a modernised helpdesk system with Gen AI functionalities
• Leveraging on new technologies (e.g. LLM, Gen AI, etc.) to promote self-help for the helpdesk system
• Conduct data analysis (using IT tools) on past helpdesk queries and statistics to gain insights into users’ behaviour and events and identify areas of improvement to operations
• Documentation of processes and creation of knowledge base articles to support financial processes and accounting-related service requests to improve efficiency
• Exploring and adopting of emerging tools, including pilot testing and deployment
• Monitoring and evaluating on the effectiveness of implementation of new technologies/tools
• Assisting on work on any other ad-hoc projects or tasks assigned

What We Are Looking For

• Tertiary qualifications in Finance, Business, IT or Systems related field with a minimum of 9 years of experience
• CA Singapore certification is preferred
• Keen interest in Ops-Tech
• Prior experience in machine learning and/or Gen AI is a plus
• Good understanding of Finance and Procurement processes as well as system implementation
• Good critical thinking, problem-solving and analytical skills
• Time management skills to multi-task and prioritize key deliverable
• Meticulous and a good team player who can work well independently and with various stakeholders
• Good communication and presentation skills

You will be notified whether you have been shortlisted within 4 weeks from the closing date of this job posting.