Subject-matter Expert (IT4IT) - Positive Work Culture

Responsibilities:

• Report to Regional SDM supporting Asia IS&T Service Desk (ASD) program
• Liaison between Central Support and Service Desk to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
• Perform problem management/analysis with other Support Groups and capture the details to prevent recurrence of the top topics
• Diagnose, investigate and resolve business application incidents (L2) and take ownership of business application incidents
• 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)
• Use of incident management tool to track, monitor and support the incident response
• Maintain domain knowledge (IT4IT) documentations/knowledge database and manage application access rights
• Outline scripts and provide knowledge transfer to ASD agents to follow when communicating with users and stakeholders about business application incidents

Requirement:

• Min. 3 years’ relevant experience
• Excellent communication in spoken and written English; Mandarin speaking is highly preferable
• Hands-on experience in retail business applications, including front office applications e.g: XSTORE (POS Systems), BI NEMO and back office (SAP, CONCUR) and digital applications e.g: ICON, Wechat Social Binding, etc.
• Good knowledge of ITIL disciplines and IT-related domain topics, e.g.: End-User Computing, Cloud, Cybersecurity
• Good presentation and analysis capability, i.e. visualizing reporting with Powerpoint, Excel, etc.
• Self-driven, proactive and well-organized, able to work independently with minimum supervision
• Good time management skills and able to prioritize tasks efficiently

We offer excellent career opportunities, attractive remuneration package and fringe benefits including various types of leave, discretionary bonus & medical coverage. 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)