Senior IT Engineer (Quality Assurance, Knowledge & Process Management)

LAM RESEARCH SINGAPORE PTE LTD; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading technology company in Singapore is seeking a Quality Assurance Specialist to enhance service quality and knowledge management. The role involves developing a QA program, governing content lifecycle, and standardizing processes for onboarding. Ideal candidates will have a Bachelor's degree, over 6 years of experience, and strong ITIL knowledge. Proficiency in tools like ServiceNow and SharePoint is essential. The successful candidate will collaborate with cross-functional teams, demonstrating strong analytical and problem-solving skills.

Qualifications

• More than 6 years of experience in Quality Assurance, Knowledge & Process Management within IT services.
• Strong ITIL working knowledge is required.
• Excellent verbal & written communication skills.

Responsibilities

• Develop QA program, perform audits, and coach to improve behaviors and outcomes.
• Govern content lifecycle and manage templates and style guide.
• Map and standardize SOPs for onboarding/offboarding.

Skills

Quality Assurance

Process Management

Analytical Skills

Communication Skills

ITIL Knowledge

Collaboration

Education

Bachelor’s degree in Information Technology/Information Services

Tools

ServiceNow

SharePoint

Microsoft 365

Microsoft Intune

SCCM

Job description

Job Duties and Responsibilities:

The incumbent will be responsible for end‑user service quality and knowledge excellence by implementing Quality Assurance frameworks, governing Knowledge Centric Services (KCS) aligned knowledge and engineering support processes that reduce friction and improve digital employee experience and cost to serve.

Quality Assurance (QA)

• Develop QA program, sampling, and calibration; perform audits and publish dashboards; coach to improve behaviors and outcomes.
• Establish a defect taxonomy and root‑cause library; drive CAPA and verify effectiveness.

Knowledge Management (KCSaligned)

• Govern content lifecycle, metadata/taxonomy andfindability; manage templates and style guide.
• Run author enablement/training and peer review; track reuse/deflection and knowledge impact on FCR/FTF

Process Management & CI

• Map and standardize SOPs for onboarding/offboarding, refresh, VIP, and loaners; define controls and measurement plans.
• Quantify benefits and report monthly to leadership (experience/cost/risk) and any other duties as assigned by the Immediate Supervisor.

Job Requirements:

• Bachelor’s degree in Information Technology/Information Services or related field with more than 6 years in Quality Assurance, Knowledge & Process Management within IT services
• Strong ITIL working knowledge is required
• Prior experience handling ServiceNow Knowledge & Reporting; SharePoint/Confluence
• Proficiency in Tool Stack & following Platforms : ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB), Endpoint mgt (Microsoft Intune/Autopilot, ConfigMgr (SCCM); Jamf), Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker; MFA, Productivity/Collab: Microsoft 365 (Teams/Outlook/SharePoint); Conferencing/AV incl. Teams Rooms
• Strong understanding of process mapping & requirement gathering
• Strong analytical & problem-solving skills
• Excellent verbal & written communication skills
• Collaborate effectively with cross-functional teams
• Strong organizational & time management skills
• Attention to details