Client Enablement Technical Analyst (Tuas/1 Year Contract/Up to $6500)
Expected responsibilities
· Be responsible for End User Services in the organization, providing escalation management for issues, ensuring these are dealt with according to DWX governance model.
· Act as enabler, and lead a local deployment of CCE (Customer Care & Experience)/ GIS (Global Infrastructure Service) and CDT (Cyber Security) project rollout
· Be an technology evangelist/champion that works with functional areas.
· Partner with the local Digital Technology & Innovation (DTI) team to support a roadmap for global business to roll out new tools/technologies.
· Manage change management for new technology adoption/promotion
· Collaborate with Managed Service Provider/ Supplier to ensure SLA’s are being achieved for services.
· Interaction with organization's information security, Identify and Access Management, Records and Information Management teams to ensure solution are scalable, secure, and optimized to protect organization’s information.
· Be responsible for Use Experience of end user technology in the organization, ensuring local requirements are articulated to global delivery teams, be involved in testing and roll-out of services.
· Involved in coordinating Major Incident Management activities for issues impacting End User services in the organization
· Engage the business to understand their business requirements and current processes and helping find ways to improve processes using Services within the Workplace Service Portfolio.
· Working closely with Operations/Run team to troubleshoot problems, assist in deployment activities.
· Be aware of and work within company policies and industry guidelines and apply organization's Values in daily activities
· Perform other functions and duties that may be assigned.
Service Delivery Management:
· Monitor services being delivered by our Managed Services Providers (MSP’s) to the region-country.
· Review metrics to confirm MSP’s are delivering to expectation (SLA)
· See where issues arise and address these to the relevant service owner / local alignment
· Track issues & escalations and monitor resolution & preventive actions
Operational support:
· Procurement of IT-Peripherals including mobile devices
· Technical ownership of local DTI-Contracts (e.g. Mobile services / Local solutions)
· System ownership of local systems
· Coordination of Device refresh activities related to (Laptop PCs/ Phones / Tablets / IT-Peripherals) based on the hardware lifecycle.
· Point of contact for IT-escalations.
· New Hire orientation
· Manage AV MSP to support every important site wide events/activities
Project support:
· Coordination of projects related to local office / country
o Office moves / Refurbishment
o Mergers and acquisitions.
o Lifecycle of local systems
· POC for CCE (Customer Care & Experience)/ GIS (Global Infrastructure Service) and CDT (Cyber Security) project rollout
· Pilot testing of new services / service updates
· Ensuring service performance in region / country before deployment.
· Provide meaningful feedback to project team
· Represent projects at local Works Council Teams to inform / obtain approval
Inspection Support
· Coordinate with inspection teams to ensure :
o Readiness and setup of required devices (e.g. monitors, laptops) and audit rooms configurations
o Seamless connectivity of virtual/remote meetings with inspectors or global teams, as required
o To partner with AV team for good quality and error free AV connections
o To support inspectors guest access to organization, as required
o To provide on site support to audit rooms
Client Enablement
· Inform local stakeholders of projects impacting their sites on a regular basis.
· Inform and obtain feedback on requirements / expectations / concerns which will need to be addressed.
· Ensure Global project and service communication is well received and understood
· (Local re-enforcement of communication may be required / Translations may be required)
· Inform staff on service updates by hosting regular Open Office hours (DTI-Café’s) for staff to be able to ask open questions about our services.
· Inform staff of critical service outages, mitigate impact.
· Be present at local events with DTI-Booth to promote new services
· Offer training sessions where required to help staff adopt new services
· Provide sessions to enable users, understand training requirements and evaluate available training options / provide training sessions individually
One-IS operating model
· DTI spans multiple areas, each requiring certain expertise and specialists. Within sites these disciplines may not all be represented equally. It is therefore expected the Client facing DTI resources represent all of DTI. Having the ability to provide guidance and direct staff to the right teams depending on the DTI topic.
Close collaboration between the DTI functions operating at a site is key to deliver a uniform message to clients and local leadership. It is expected TA’s have regular interaction with the client facing teams from GCO / R&D and OPS for this alignment.
Skills and Experience
· Bachelor’s degree and minimum 5 years of Information Systems experience
· Technical background and demonstrated experience with
o Windows platform,
o Collaboration tools (Office 365, Box, OneDrive, SharePoint, Microsoft Teams, Power Automate, PowerApps),
o Messaging tools,
o Audio-Visual conferencing technologies (Webex, Microsoft Teams),
o Telephony, network infrastructure
o Office printer
o Device (Mobile, iPad, iPhone, Laptop PC).
o MDM solution (Intune, Jamf)
· Experience user support for Office 365, Teams, SharePoint, Copilot, Audio-Video conference technologies, MS Teams, Microsoft Copilot, telephony, network, Devices (Windows laptop PCs, Mac, and mobile devices)
· Strong skills in an ITSM (Information Technology Service Management) platform for Incident/Asset management and Service Requests.
· Proven ability to deliver emerging technologies, mitigating risk and delivering innovation.
· Strong time and task management skills to estimate and successfully meet project timeline with ability to bring consistency and quality assurance across various projects.
· Strong Stakeholder management
· Ability to learn new technologies and be able to work and deliver high quality in a high pressure, fast paced environment.
· Able to work independently and provide recommendations on strategies for meeting client needs within the service domains and bring creative problem solving and issue resolution skills.
· Effective interpersonal, communication, negotiation, presentation and influencing skills, demonstrated ability to work collaboratively within a matrix organization and effectively with key business partners, IT leadership teams, and external service providers at all levels of staff and management.
· Appropriate business social skills – professional behavior, attires
· Desirable
o Familiarity with Robotic Process Automation (RPA) and Generative AI (Chat GPT and Microsoft Copilot)
o Experience in the pharmaceutical, healthcare or other regulated industry.
o Understanding of health care compliance requirements and principals
o Working knowledge of LEAN/Agile software development methodologies.
EA License No. 01C4394 • RCB No. 200007268E •EA Registration No. R22109454 Malcolm Lee Jun Hao
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