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Associate, System Management & Support

Date: 12-Nov-2020

Location: Singapore, Singapore

Company: Singtel

Key Responsibilities:


  • Ensure a good understanding of existing solutions and system so as to determine if the project/ change request can be met through enhancement of the existing systems/ solution or purchase of new systems/ procurement is required
  • Analyse new requirements from the workforce planning team and where possible, conceptualize innovative solution to those requirements
  • Responsible to understand the feasibility of all change request and upgrades and where applicable, translate these requirements into technical terms to facilitate understanding by both IT and the vendor. 
  • Act as the Business project lead during requirement gathering phase and be the main coordinator to help rope in relevant project members from business to ensure that full requirements are captured. 
  • Conduct briefing as and when there are changes to system feature / functionality impacting the workforce planning team
  • Support system maintenance activity by assisting in sanity test (where applicable) to ensure functionality is in order for next day operations 
  • Manage the relationship with vendors and ensure that responses from them to our reported incidents and feedbacks are timely and effective. At the same time, to continuously keep abreast of new features and function from vendor and evaluate if their implementation would be beneficial to our users
  • To conduct POC on new features and function from vendor to assess its validity for our use cases and viability to operation within our environment
  • Plan with the workforce planning team to establish AOP items and both CAPEX and OPEX for upcoming financial year
  • Monitor the OPEX and CR spend to ensure that budget is not exceeded and to conduct regular review of those spend with the objective of reducing them
  • To be cross train and act as the backup for other key systems in the areas of Quality Assurance/ Incentive Framework/ Survey (Qualtric+SPS)/ Coaching and Gamification




  1. Degree / Diploma with at least 3 years of experience in operations related role (PMP, ITIL certified will be a plus)
  2. Vendor management and workforce planning experiences will be an advantage 
  3. Proven records of Project Management and strong stakeholder management skills 
  4. Excel competent 
  5. Strong analytical skill
  6. Must be comfortable working with numbers
  7. Must be comfortable in planning
  8. Good presentation and communication skills
  9. People management and Customer Focused
  10. Detail oriented
  11. Self-motivated with growth/ learning mindset
  12. Ability to think out of the box
  13. Passion for innovation and use of technology to solve everyday problem
  14. Sense of urgency/ ownership when dealing with issues