(Senior) Development Partner, Customer Innovation [1-Year Contract]
Core
Design and document end-to-end helpdesk workflows, SOPs, and incident response procedures for a new digital platform serving Singapore enterprises.
Role type
Senior operations specialist (platform readiness & helpdesk)
Builds
Operational workflows, SOPs, monitoring dashboards, and knowledge base for a digital platform
Domain
Digital platforms / Enterprise services
Deliverable
dashboards & analysis
Required skills
Workflow design, SOP development, Incident management, Knowledge management, Stakeholder coordination, Data analysis
Preferred skills
Microsoft Excel, SQL
Responsibilities
Design helpdesk workflows and escalation paths, Develop standard operating procedures (SOPs), Establish SLAs and KPIs for support teams, Create and maintain user guides and troubleshooting documentation, Monitor platform performance using dashboards, Manage contact onboarding and offboarding processes
