Senior Assistant Director - Helpdesk Transformation

Role overview

This role sits within the AGD Helpdesk Transformation team and is focused on upgrading the helpdesk platform and using modern technology to improve customer experience and service delivery for public sector agencies and members of the public.

Key work areas

• Lead the team in delivering a modern helpdesk platform that includes Gen AI capabilities.
• Use emerging technologies such as large language models and generative AI to strengthen self-service for helpdesk users.
• Analyse historical helpdesk enquiries and related statistics with IT tools to uncover user patterns, operational trends, and improvement opportunities.
• Create and maintain process documentation and knowledge base content to better support finance-related workflows and accounting service requests, with the aim of improving operational efficiency.
• Identify, trial, and implement new tools and technologies, including pilot testing and rollout planning.
• Track results and assess how effective the new technologies and tools are after implementation.
• Support additional ad-hoc projects and tasks as assigned.

Candidate profile

The department is looking for someone with tertiary qualifications in Finance, Business, IT, or a systems-related discipline, together with at least 9 years of experience. A CA Singapore certification is preferred. The ideal candidate should have a strong interest in operations technology, sound knowledge of finance and procurement processes, and familiarity with system implementation. Experience in machine learning or Gen AI will be an added advantage. Strong critical thinking, problem-solving, and analytical ability are important, along with the ability to manage time well, handle multiple priorities, and stay detail-oriented. The role also calls for someone who works well independently, collaborates effectively with different stakeholders, and communicates clearly in both speaking and presentations.

Additional information

Shortlisted applicants will be informed within 4 weeks from the closing date of the posting.