Position Overview
Successful candidate will work with the existing team for assuming support for systems.
- Support national level policy changes.
- Cross support for multiple healthcare institutions.
- Maintenance support
Role & Responsibilities
The Manager develops and designs system service solutions, ensures the performance and usability of systems product, manages users expectation . He/she handles situations which may require broad research of client business processes and requirements, information technology requirements, procedures or problems according to business needs. He/she acts as a liaison between system users and technical staff to address questions and issues. He/she possesses an analytical mind and is able to see interconnections with system solutions and usability. He/she adopts a systematic approach in handling ambiguous or complex issues, and actively discusses his perspectives to arrive at effective solutions.
Identify business needs
- Document needs and objectives, current operational procedures, issues
- Document detailed service requirements
- Prioritise service requests from multiple sources
- Propose prioritisation of service requests
Analyse processes for service improvements
- Analyse products and processes relating to IT services to identify enhancement opportunities.
- Document specifications and interfaces relating to IT services.
- Identify products deficiencies and service gaps.
Develop service & improvements
- Identify options for resolution of service gaps.
- Align service design with the needs of the users.
- Prepare service design & contract.
- Support the preparation of service proposals.
- Advocate technical compatibility and user satisfaction.
- Conduct service impact analysis & change management.
- Document system enhancements and detailed specifications of configuration items.
Manage service implementation
- Implement a new system/data products support.
- Support planning of IT service timelines and resources needed.
- Apply IT service management tools and processes to ensure service is cost effective.
- Prepare service status reports for stakeholders.
- Prepare, manage annual, ad-hoc operating budget to ensure compliance to utilisation.
- Prepare service contracts and renewals e.g. license, service agreement with vendors.
- Align to healthcare practices and frameworks for service implementation.
- Engage, communicate and present to stakeholders across all public entities (MOHH, NHG, NUHS, SingHealth, all agencies).
- Manage a team of functional analysts to provide system/data products support.
Requirements
- Successful track record in IT service management, user, contract and vendor management.
- Strong analytical skills and ability to work independently.
- Experience in healthcare industry is an added advantage.
- Degree in Computer Science, Computer Engineering.
- Certified in SAP ECC FICO, S/4HANA Finance.
- Experience in SAP ECC/S4HANA application/module, FICO, BPC.
- Experience in application technologies e.g. Microsoft ASP, .NET, SQL.
- Experience in on-premise hosting environments e.g. Unix, Windows and cloud hosting environments e.g. Amazon, Azure is an added advantages.
- Experience in network technologies e.g. Active directory, SFTP, Rhapsody Enterprise Service Bus (ESB), CyberArk Privileged Access Management (PAM), firewall is an added advantage.
- Experience in application technologies e.g. Microsoft ASP, .NET, SQL.
- Experience in on-premise hosting environments e.g. Unix, Windows and cloud hosting environments e.g. Amazon, Azure is an added advantages.
- Experience in network technologies e.g. Active directory, SFTP, Rhapsody Enterprise Service Bus (ESB), CyberArk Privileged Access Management (PAM), firewall is an added advantage.
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