全职 Subject Matter Expert - Customer Solution 工作, 薪水, ServiceOne Limited East Region (Singapore) 公司招聘中 - Ricebowl

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:

• Reporting to Regional SDM supporting Asia IS&T Service Desk program;
• As a key person of second level technical escalation point for ASD agents. The SME will diagnose/investigate/resolve level 2 business application incidents and take ownership of business application incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review;
• 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 expertise (L3);
• Outline scripts for ASD agents to follow when communicating with users and stakeholders about business application incidents;
• Make sure, all the said processes are reviewed and updated regularly (automate wherever possible);
• Make sure all team members have access to the training guides;
• Use of incident management tool to track, monitor and support the incident response;
• Maintain SME knowledge database;
• Manage application access rights;
• Train and provide knowledge transfer to ASD agents and proximity.

Requirements:

• Min. 3 years of work experience in IT field;
• Hands on experience in retail business applications, including office APPs e.g Teams, Zoom, Yammer, most of the marketplace Digital Workplace Solution, etc.;
• Self-driven and can work independently with minimum supervision;
• Good knowledge of ITIL disciplines;
• Willingness to support and mentor junior staff;
• Able to manage and prioritize and tasks and time efficiently;
• Able to demonstrate initiative and a proactive approach to daily tasks.
• Passion of troubleshooting and increasing the resolution rate by the frontline team
• Good communication skills as requires to coordinate/collaborate with EMEA and AMER counterparts to drive any Service Improvement ideas, goals, etc.;
• Good command in written and spoken English.

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