Senior Manager, RTO

A*STAR RESEARCH ENTITIES; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

A*STAR Research Entities seeks a proactive Operations Specialist to support TRUST, a data sharing and analytics platform enabling health research data analytics. You will manage the day-to-day operational activities, onboarding/off-boarding of use cases, and publish monthly dashboards.

You will drive efficient configuration and maintenance of JIRA ITSM, track performance metrics, and assist with billing processes.

Qualifications

• Degree or diploma with relevant experience in operations, service delivery or customer support.
• Experience with cloud-based services and project management tools such as Atlassian/JIRA.

Responsibilities

• Manage day-to-day operational activities and refine process workflows.
• Handle user queries, service requests and incidents within SLAs.
• Support billing activities and invoicing processes.
• Maintain SOPs and documentation aligned with TRUST policy.
• Track KPIs and prepare monthly operations reports.
• Drive ITSM improvements using JIRA at TRUST.
• Assist with billing and invoicing support.

Skills

Interpersonal skills

Communication skills

Customer service

Operations management

Project coordination

Education

Bachelor's degree or diploma in related field

Tools

JIRA

AWS

Azure

WordPress

SAP

Job description

Role Overview

TRUST is a data sharing and analytics platform that supports the secure use of research and real-world datasets to enable health research data analytics, so as to improve health outcomes for Singapore and support data-driven innovation.

The candidate will play a key role in supporting all user activities, ranging from account management, billing, onboarding & off-boarding of use cases. Candidate will be managing and tracking workflow efficiencies and publishing monthly dashboards. In relation to the SLA tracking, he/she will support will drive the efficient configuration, maintenance, and optimization of Atlassian JIRA tools.

We are looking for a self-starter who is resourceful and has experience in executing and leading projects independently. Demonstrated hands-on experience in both small and large organizations, providing smooth and efficient service that meets the expectations of stakeholders and needs of users in the ecosystem.

Tasks

• Support efficient management of day-to-day operational activities including the effective implementation & refinement of process workflows.
• Manage user queries, service requests & user reported incidents and ensure fulfilment & resolution within the set SLAs.
• Support all user billing activities & policies to ensure timely, efficient & accurate generation of invoices & payment matters.
• Maintain operational processes, workflows, SOPs, and documentation in compliance with TRUST Policy.
• Track key performance metrics and prepare monthly operations reports.
• Drive in the effective implementation & refinements of JIRA ITSM across TRUST.
• Undertake major role in the support of billing & invoicing for users.

Requirements

• Degree or diploma with at least 5-7 years of relevant experience in research operations, ops incident management, customer service and/or service delivery operations.
• Experience with cloud-based services (e.g. AWS, Azure), project management tools (e.g. Atlassian, JIRA) and web content management system (e.g. WordPress).
• Basic financial literacy.
• Comfortable to work in a fast-faced environment & performance led culture.
• Excellent interpersonal & communication skills.
• Working knowledge on SAP