· Manage and ensure timely deliverables by the system Maintenance Vendor; ensure deliverables conform to the standards and control defined for the Programme; identify and manage risk and mitigation strategies; identify, analyse and ensure resolution of issues; manage change control; track and escalate risks and issues to * PM and Ops Manager; perform project planning with the system maintenance team, Interfacing team, Infra team, etc.
· Seek Ops Manager’s approval of system changes including funding and implementation and completion of milestone, etc; consolidate and prepare submission for Performance Management Report (PMR)/ Post Implementation Review (PIR) and update * PM and Ops Manager.
· Manage Change Request (CR). Responsibilities include tracking of CR raised; monitoring the status of CR from requirement initiation to implementation and working with various parties to address issues impeding the progress of the review of CR effort; assessing impact and solution proposed by the system Maintenance Vendor; facilitating users in CR testing and ensuring testing is complete and comprehensive.
· Provide analysis and consultation services to address operational issues and audit related activities.
· Coordinate and perform secretariat role for meetings with different stakeholders and internal team meetings.
· Oversee and participate in requirements gathering and evaluate requirements & design solutions with the system Maintenance Vendor.
· Facilitate HR systems training for users.
· Manage Service Request (SR). Responsibilities include monitoring of the SR raised and assessing impact with the system Maintenance Vendor.
· Manage System Investigation Request (SIR)/ Problem Report (PR). Track SIRs and system defects reported by users. Ensure prompt resolution is provided by the system Maintenance Vendor to the defects reported, and prompt clarifications are provided for SIRs.
· Monitor the progress of outstanding tasks to be completed by the system Maintenance Vendor or users; ensure timely and complete resolution of such tasks, deliverables to conform to the standards and control defined for the Programme.
· Monitor and track the closure of follow-ups for batch job failures.
· Provide support to the system reporting and data patching team on queries from functional perspective.
· Perform project planning with system Maintenance Vendor, Interfacing team, Infra Team, external systems, etc.
· Propose, document and implement improvements to the current work processes to achieve increased efficiency and effectiveness or tighten audit issues in delivering the maintenance support services.
Review, propose and update changes to the documentation where necessary.
Required Working Experience
· At least 4 years of working experience in information technology of which at least 2 years of working experience in SAP ERP.
· Experience in SAP HCM ERP is preferred.
· Experience in SG Government HCM projects is preferred.
