Product Support Specialist/ Application Support (Contract) #dl - Toa Payoh

1. Product Lifecycle Support

• Serve as the primary point of contact for operational support of RPA products post-deployment.
• Monitor and manage incoming support tickets via the ticketing system, coordinate resolutions with developers.
• Track issue trends and propose process or product enhancements to prevent recurrence.

1. User Engagement & Feedback

• Liaise with business users to conduct User Acceptance Testing (UAT) before product rollouts.
• Gather, consolidate, and analyse user feedback for continuous improvement.
• Conduct training or briefing sessions to onboard users to new or updated solutions.

1. Compliance & Governance

• Coordinate Vulnerability Assessment and Penetration Testing (VAPT) with external vendors to ensure system resilience.
• Liaise with internal stakeholders, including Corporate IT, Cybersecurity and Digital Governance teams, to ensure RPA solutions comply with organisational policies and security frameworks.
• Track and interpret updates to internal IT policies, guidelines, and standards, advising the RPA team on required actions or adjustments.

1. Coordination & Reporting

• Support project managers and developers in maintaining visibility over product health, versioning, and lifecycle milestones.
• Collaboratewith cross-functional teams to ensure smooth transition from development to production support.

Qualifications & Requirements

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• 2–4 years of experience in product support, IT operations, or application lifecycle management.

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Awareness of cybersecurity, data privacy, and compliance frameworks.
• Detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.

EA Reg Number: R21103035

EA License Number: 07C3924 | Company Registration No: 200609504D