Who We Are
At our company, we design, build, manage, and modernize mission-critical technology systems that the world depends on every day. Why work here? We are always moving forward—pushing ourselves to go further in building a more equitable, inclusive world for our employees, customers, and communities.
The Role
Job Responsibilities
Tool Utilization and Integration
- Leverage digital experience management tools (e.g., Aternity, Nexthink) to gather and analyze ITSM data related to end-user experience.
- Integrate and correlate data from various sources to provide comprehensive insights into user experience and service performance.
Analytics and Data Correlation
- Perform advanced data analysis to identify patterns, trends, and anomalies in end-user experience and IT service management.
- Utilize analytics tools to generate actionable insights and recommendations for improving user experience and operational efficiency.
Client and Stakeholder Collaboration
- Work closely with clients and internal teams to understand business needs and objectives related to end-user experience.
- Facilitate workshops and meetings to gather requirements, present findings, and discuss recommendations for action.
Recommendation Development
- Develop and present strategic recommendations based on analytics findings to improve end-user experience and service delivery.
- Propose actionable plans to address identified issues and enhance overall service desk operations and user satisfaction.
Service Desk Operations
- Leverage extensive knowledge of service desk processes and operations to inform analysis and recommendations.
- Collaborate with service desk teams to implement and monitor changes based on analytics insights.
Performance Monitoring and Reporting
- Create and maintain dashboards and reports to track performance metrics and progress against improvement initiatives.
- Regularly review and report on key performance indicators (KPIs) related to end-user experience and service desk operations.
Your Future Here
Becoming a Project Manager here is an excellent gateway to many different paths. You’ll be creating a well-rounded skillset while gaining professional certifications and qualifications. You can evolve horizontally into other technical or non-technical areas, such as Technical Service Architect, or you can move vertically to become a senior project manager or program manager. There are many different types of PM roles, so everyone can find an opportunity that suits them best.
Who You Are
You’re experienced in what you do and possess the expertise to prove it. Equally important, you have a growth mindset and are keen to drive your own personal and professional development. You are customer-focused—someone who prioritizes customer success in their work. Finally, you’re open and inclusive in your work with others.
Required Technical and Professional Experience
- A bachelor's degree or equivalent in IT, computer science, engineering, or a related field.
- Extensive experience (typically 5+ years) working with digital experience management tools such as Aternity (preferably) or Nexthink.
- Proven experience in analyzing ITSM data and providing actionable recommendations to improve end-user experience.
- Strong background in service desk operations, including process management and improvement.
- Proficiency in using digital experience management tools for data collection, analysis, and reporting.
- Strong analytical skills with experience in data correlation, pattern recognition, and generating insights.
- Experience with data visualization and analytics tools (e.g., Power BI, Tableau, Excel).
- Familiarity with ITSM processes and best practices.
- Ability to interpret complex data sets and identify key trends, issues, and opportunities for improvement.
- Strong problem-solving skills with a track record of developing and implementing data-driven solutions.
- Strong team player with the ability to work collaboratively and independently.
- Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, etc.
- Fluent in English.
- Based in Singapore.
What You Can Expect
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, develop new relationships, establish new processes, and create new value. We care about your well-being and pride ourselves on offering benefits that reflect the diversity of our employees and support you and your family through important life moments. Our employee learning programs provide access to industry-leading certifications, including those from Microsoft, Google, Amazon, Skillsoft, and more. Additionally, through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and access over 2 million non-profit organizations. We invest heavily in you because we want you to succeed—together, we will all succeed.
