Ensure that project/change request is completed on time and that the
objectives are met
• Ensure chargeable CR are being tracked and billed to respective BU
• 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
• To assist with EASC Change Management & Quality Management
aspects to team such as internal reporting for management team & audit
requirement as per RACI defined in policy & SOP
• Ensure effective stakeholder management for HRIT vendors/BU/business
partner
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
• Working closely with Finance to manage accuracy of Change Request
billing to BU against approved budget
• 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


xperience
 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
 MS Office (Excel, Word, Teams, Powerpoint, Share Point) skills, power
BI/data visualization tools

Health
Dental
Vision

• Business Intelligence
• Workday HCM
• Workday Payroll
• Workday Reporting
• Service delivery