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[LTA-ITCD] MANAGER / SENIOR SYSTEM ANALYST, CITIZEN SYSTEMS
Careers@Gov · Singapore · Full-time
Quick Summary
- Develop next generation Enterprise Feedback Management System using CRM SaaS.
- Contribute to feedback resolution processes using AI and system integration.
- Evaluate and perform feasibility studies of multiple CRM systems.
Full Description
[What the role is]
SENIOR PRODUCT MANAGER/ PRODUCT MANAGER[What you will be working on]
You will be part of the team to develop next generation Enterprise Feedback Management System (EFMS) using CRM SaaS and/or CRM COTS to manage citizen feedback such as public feedback on LTA services and assets, central call centre, road closures/works applications and bike sharing services. EFMS is crucial to LTA in delivering a good and safe land transport system.
The role involves contributing to the development of EFMS and feedback resolution processes using AI, integration with asset management system/external agencies systems, etc.
[What we are looking for]
- Knowledge in Bachelor’s degree in IT, Computer Science, Engineering or a related field
- Proven experience in business analysis in the Customer Relationship Management (CRM) domain.
- Strong analytical, problem-solving, and communication skills, with an aptitude for translating business needs into technical requirements.
- Experience designing and implementing CRM solutions or similar enterprise systems.
- Understanding of data management, system integration, and CRM best practices.
- Commitment to delivering high-quality user experiences and supporting organizational goals through effective CRM management.
- Knowledge of at least one Customer Relationship Management (CRM) and/or unified workflow management system(s) such as Salesforce, ServiceNow, Microsoft Dynamics, Pega, Appian, OutSystems, and/or equivalent system.
- Evaluate and perform feasibility study of multiple CRMs and/or unified workflow management system that utilizes AI to automate tasks, route cases using AI and GIS/Geospatial/location data, streamline processes, and improve customer experiences.
- Draft clear and actionable user stories, supporting effective communication between business and technical teams.
- Experience in service journey exercise and design thinking will be an added advantage
- Ability to work collaboratively with diverse stakeholders and adapt to a dynamic, fast-paced environment.
- Strong analytical and problem-solving skills