Subject Matter Expert - Customer Solution

ServiceOne Limited; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

A leading IT consulting firm is seeking a Subject Matter Expert to support the Asia Service Desk. You will help resolve business application incidents and liaise between different support teams. The role requires at least 3 years of IT experience, particularly in retail business applications. If you possess strong analytical and communication skills and are self-driven, we invite you to apply. The position includes an attractive remuneration package and benefits.

Benefits

Attractive remuneration package

Medical insurance

Discretionary bonus

Qualifications

• Min. 3 years of experience in the IT field.
• Hands-on experience in retail business applications like POS systems.
• Good command of written and spoken English.

Responsibilities

• Support Asia Service Desk for business application incidents.
• Liaison between Central Support and Service Desk.
• Analyze data sets and perform presentations to clients.

Skills

IT experience

Retail business applications

ITIL knowledge

Task management

English proficiency

Job description

Subject Matter Expert - Customer Solution

Subject Matter Expert (SME) acts as Level 2.5 to support Asia Service Desk (ASD) to resolve Business Application incidents within the ASD organization. With the knowledge transferred from Business Application experts, SME is able to resolve business application incidents within the ASD minimizing the need of incident outbound escalation.

Responsibilities

• Report to Regional SDM supporting Asia IS&T Service Desk program;
• Liaison between Central Support and Service Desk for ensuring coordination of resolving parties, effective communication to stakeholders and post incident review;
• Prepare report in visualizing tools such as PowerPoint, Excel, etc.;
• Analyze data set and perform presentation to the client by visualizing tools;
• Perform problem management/analysis with other Support Groups and capturing the details to prevent recurrence of the top topics in each month;
• Diagnose, investigate and resolve business application incidents (L2);
• Escalate incident to business application experts (L3), and collaborate with them on resolution;
• Develop standard procedures for responding to Business Application incidents, with help from business application experts (L3);
• Outline scripts for ASD agents to follow when communicating with users and stakeholders about business application incidents;
• Provide training and knowledge transfer to ASD agents and proximity engineers as and when required;
• Maintain domain knowledge (Customer Solution) documentations/knowledge database and manage application access rights

Requirements

• Min. 3 years of work experience in IT field;
• Hands‑on experience in retail business applications, including POS system / front office APPs / digital platforms, etc.;
• Self‑driven and can work independently with minimum supervision;
• Good knowledge of ITIL disciplines and IT‑related domain topics, e.g.: End‑User Computing, Cloud, Cybersecurity;
• Good sense of reporting analysis to provide an overview of respective domains effectively;
• Good command in written and spoken English;
• Effective task and time management, proactive to complete daily tasks.

We offer excellent career opportunities, attractive remuneration package and fringe benefits including banking holiday, various types of leave, discretionary bonus & medical insurance. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

(The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months)

ServiceOne Limited is one of the largest Information Technology (IT) consulting and managed services provider in the region. The company was founded in 1999 and is headquartered in Hong Kong with strong foothold in China and business coverage in Asia Pacific region. Our clients are government departments, non‑government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.

We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319). To stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all her customers, we invite high‑caliber candidate of you to join our company.

For more information, please visit our website at www.serviceoneasia.com.