COMPANY DESCRIPTION
Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together building a strong collegiality and morale within the university.
Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.
RESPONSIBILITIES
- Oversee the day-to-day software help desk activities, ensure support tickets are solved quickly and meeting SLA target.
- Plan the support roster for online exams and coordinate the manpower resources.
- Recognise customer profiles, preferences, usage patterns and contribute to the design of the customer engagement strategy to create a positive customer experience.
- Analyse application performance statistics and user feedback, troubleshoot software issues as required, and suggest application enhancements in collaboration with developers.
- Monitor system performance, capacity and batch job issues, perform technical troubleshooting and information gathering before escalation to seniors or vendors.
- Identify process improvement/automation opportunities and design improvement steps for optimization.
- Update EdTech solutions' configuration settings to support new releases, enhance security and improve operation efficiency and effectiveness.
- Perform software testing based on usage patterns and compatibility testing before new software releases.
- Develop operation guidelines and best practices, to meet compliance, security and regulatory requirements.
- Design client satisfaction metrics, measurement mechanism and support procedures.
- Collaborate with different stakeholders to ensure the effective implementation and integration of learning solutions.
- Understand new trends and innovations in EdTech, study and evaluate relevant solutions for implementation in the university.
- Diploma / Bachelor's degree preferably in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in IT operations and support role.
- Proven experience in IT operations, technology tools implementation and user support. Good knowledge of Learning Management System & EdTech Tools functionalities and configurations.
- Ability to conduct technical troubleshooting for IT operations and applications.
- Data analytic skills to understand EdTech solutions usage pattern and issues related to user support tickets.
- Software testing skill to conduct functional checks before solutions implementation.
- Proficiency in conducting compatibility testing within change management processes.
- Both written and verbal communication skills required to articulate technical information to non-technical audiences.
- Project Management skill to conduct EdTech tools evaluation and implementation projects.
- Strong collaboration skills in team environments.
- Leadership skills to enhance performance among internal / contract / temporary staff.
- Service-Oriented mindset to ensure delivery of high-quality user support service and achieve good customer satisfaction rating.
- Ability to adapt to new technologies, fast updating of skills and knowledge, to meet the demand of a rapidly evolving EdTech landscape.
- Ability to manage multiple priorities and thrive in a fast-growing university.
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Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.
Please note that your application will be sent to and reviewed by the direct employer - Singapore Management University
