Gather business and/or application requirements on the infrastructure to design, solution, plan, configure, test & implement in accordance with the specifications & service level
Advise on tools technology adoption based on business & technical consideration. Propose integration strategies for the various technology components to achieve a holistic solution
Design and built integrations from ServiceNow to other applications/tools to enable automations
Provide ITSM tools configuration and support and lead in POC/POV and product evaluation
Comply with ITSM/ITIL methodologies in day to day operations of the management infrastructure, e.g., Change, Incident & problem management
Monitor and measure the performance & availability of the systems maintained, implement corrective actions identified to improve performance and service level availability
Respond promptly to incident, root cause analysis & provide temporary and/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties. Perform timely escalation if required
Establish ITSM tools best practices to ensure operation consistency across projects/facility management teams.
Develop and conduct internal product trainings
Lead and Initiate enhancement and changes to achieve productivity improvement
Define operation procedures and develop guides, service continuity measures i.e., backup/restore procedures & disaster recovery plan
The ideal candidate should possess:
Degree in Information Technology
Minimal 6 - 8 years IT experience, with design, implementation, maintenance and operation of ITSM Tools
Pre-sales and consultancy experience
Minimum 2 years’ experience in application development / maintenance in one common programming language e.g. Java/ Visual Basic an advantage
Minimum 2 years’ experience in reporting tools such as Crystal Reports and relational database such as MS-SQL and Oracle
ITIL foundation certification
Certified Administrator and Implementer for Service Now
Good working experience and knowledge with major Operating System such as Windows, UNIX and Linux
Good Network foundation knowledge of IP addressing, routing, VLAN, DNS etc.
Good analytical and problem solving skills; independent and goal-oriented
Possess initiative with positive working attitudes and customer services oriented
PrimeStaff Group was incorporated in 1994 with the sole objective of providing quality services in recruitment and human resource management and development. Since then, the company has grown organically into a specialist provider of permanent, contract, temporary and outsourced recruitment solutions. With over a decade of experience in Singapore, we operate across the public and private sectors, dealing from permanent positions, contract roles to temporary assignments.
Assisting jobseekers and employers, PrimeStaff’s regional expertise spans across the Asia Pacific region.
Our aim is to give employers quality staffing and individual candidates greater opportunities to succeed in their careers through a broad range of contacts and value-added expertise.
We have succeeded in transforming a conventional business concept into one that embraces technology, without sacrificing that all-important personal touch.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases