Job Description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. If you believe in developing a better tomorrow, read on. WE ARE LOOKING FOR Ensure that project/change request is completed on time and that At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. If you believe in developing a better tomorrow, read on. WE ARE LOOKING FOR . Ensure that project/change request is completed on time and that the objectives are met . Ensure that all cases that have been raised by respective business units are resolved within the defined SLA . Ensure timely and quality team deliverables. . Improve HRIT service delivery standards to business units such as change management, communication, and monitoring compliance of support operation procedures, monitoring compliance of support documentation procedures . Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services Working closely with other module leads to ensure successful delivery. Manage and ensure accurately of monthly incidents/Service Request and Change Request dashboard on BAU support Service performance Manage 3rd party vendor(s) to deliver projects and change request based on business requirements Manage 3rd party vendor(s) billings. Ensuring all change request/projects delivered are transitioned to BAU support team Review all compulsory documents such as functional specs, technical specs have been uploaded into CARMEN and UAT sign-off has been approved by the appropriate individual before present the CR for CAB approval Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner Continuous improving on delivery process Upward reporting of overall HRIT operation status to management and relevant stakeholders Job Requirements: Education University / College graduate in computer science or other relevant discipline. Experience Minimum 5 years working experience in customer service role in other relevant environment Excellent organizational skills, able to multi-task and set priorities Possess knowledge on IT support procedures and operations Strong trait in people management and coordination work including processes on policies and documentations Good understanding on Workday application is an added advantage Certifications/licenses ITIL certification Practical Skills/Abilities: Possess good analytical, communication, presentation and soft skills Able to write clearly and concisely and work within tight deadlines Able to work extended hours when necessary Possess personal attributes such as maturity, interpersonal skills, professional integrity and initiative, self-motivation Able to manage and priorities and tasks and time efficiently Keen to learn, a team player and have good working attitude Able to demonstrate initiative and a proactive approach to daily tasks Able to manage sensitive and sometimes confidential information