IT Knowledge Analyst, AVP

About OCBC

Established in 1932, OCBC is Singapore’s longest-standing bank devoted to supporting individuals and businesses in reaching their ambitions. The bank is committed to understanding customers personally to deliver tailored services, solutions, and career development opportunities. Currently, OCBC is undergoing a transformation focused on leveraging technology and creativity to become a future-ready learning organization, aiming to be Asia’s premier financial services partner for a sustainable future.

Job Overview

The IT Knowledge Analyst plays a crucial role in managing and maintaining the Known Error Database (KEDB), promoting quick incident resolution and fostering organizational knowledge retention. This position requires thorough documentation, ensuring the KEDB is precise, searchable, and seamlessly integrated into operational processes. Additionally, the Analyst monitors the effectiveness of the KEDB and drives continuous enhancements in its usability and governance framework.

Primary Duties

• Handle daily updates and upkeep of KEDB entries, verifying comprehensive and accurate details on symptoms, impacted services, root causes, temporary workarounds, and resolutions.
• Regularly validate and update content based on root cause analysis outcomes and remediation status.
• Ensure the KEDB is embedded within Incident Management procedures, facilitating quick access for the Service Desk and Technology Command Centre teams.
• Monitor metrics such as search success rates and usage to identify improvement opportunities and recommend enhancements for increased adoption.
• Maintain governance by enforcing consistent standards for KEDB taxonomy, documentation templates, metadata, and version control.
• Conduct routine reviews to guarantee entries remain relevant, accurate, and actionable.
• Assist with audit processes and ensure compliance with knowledge management policies.
• Collaborate closely with the Problem Analyst and Problem Manager to align updates with root cause analyses and resolution progress.
• Guide Service Desk and technical staff on effective KEDB utilization and best practice methodologies.
• Analyze KEDB performance data to uncover knowledge gaps and formulate recommendations for continuous improvement.
• Participate in initiatives designed to enhance the accessibility and functionality of knowledge management tools across the organization.

Qualifications and Skills

• Bachelor’s degree in Information Technology or a related discipline.
• A minimum of five years’ experience in IT Service Management or related operational roles, with preference for expertise in knowledge or database management.
• Familiarity with ITIL frameworks including Incident, Problem, Change, and Knowledge Management processes; possession of ITIL v4 certification would be advantageous.
• Meticulous attention to detail, excellent documentation capabilities, and a strong commitment to upholding governance standards.
• Effective communication and interpersonal skills to facilitate collaboration across teams.

Additional Information

This position requires full-time, onsite attendance and is based at Loyang, Singapore.

Benefits

OCBC offers a competitive salary package along with a comprehensive range of flexible benefits tailored to diverse lifestyles. Employees can participate in community initiatives and access leading professional development and learning opportunities. The organization prioritizes employee wellbeing, career growth, and personal aspirations alongside customer needs.