Senior Operations & ITSM Lead

A*STAR Research; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

TRUST, a data sharing and analytics platform under A*STAR Research, seeks a proactive operations professional to support daily activities, onboarding/off-boarding, and billing processes. You will manage workflows, publish dashboards, track SLAs, and optimize JIRA ITSM configurations to ensure smooth service delivery.

With 5-7 years experience in research operations or service delivery, you will coordinate with stakeholders, handle inquiries, manage invoices, and maintain SOPs while upholding

Qualifications

• 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.

Responsibilities

• 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.

Job description

TRUST, a data sharing and analytics platform under A*STAR Research, seeks a proactive operations professional to support daily activities, onboarding/off-boarding, and billing processes. You will manage workflows, publish dashboards, track SLAs, and optimize JIRA ITSM configurations to ensure smooth service delivery.

With 5-7 years experience in research operations or service delivery, you will coordinate with stakeholders, handle inquiries, manage invoices, and maintain SOPs while upholding