What you will be working on
As a Cloud Infrastructure and Service Operations Consultant with expertise in Service Operations and Management to design, develop, and maintain service workflows and processes and oversee secure file transfer operations and infrastructure.
In this role, you will:
• Manage and administer the ITSM platform, including:
- Configuration and customisation
- Workflow development
- Integration with enterprise systems (cloud and on-premises)
- Maintain and improve the Configuration Management Database (CMDB), ensuring data accuracy and service mapping.
• Review, analyse and implement process improvements through:
- Business analysis and requirements gathering
- Implementation of ITIL processes (e.g., Service Request provisioning, Change Management)
- Development of automation playbooks and integration with DevOps, SecOps and CloudOps tools to streamline workflow and reduce manual effort.
- Conduct regular assessment of service management practices and performance
• Service Management and Operations:
- Participate in regular infrastructure and system change reviews sessions
- Act as liaison between service management team, IT teams and business stakeholders
- Collaborate on defining and prioritising service management initiatives
- Ensure effective communication and relationship management
• File Transfer Management & Operations:
- Manage and maintain secure file transfer infrastructure, protocols and systems (SFTP, MFT, APIs) for both internal and external data exchanges
- Configure and monitor file transfer workflows, including scheduling, encryption, and automated processing rules
- Implement security controls and compliance requirements for data transfers, ensuring adherence to data protection policies
- Troubleshoot file transfer issues, perform root cause analysis, and implement preventive measures to minimise service disruptions
What we are looking for
We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team
• Relevant experience in IT Service Management, particularly in managing ITSM platforms (e.g., BMC Helix), process frameworks implementation, and business analysis for workflow improvements.
• Experience in ITIL processes and frameworks, with strong focus on Service Automation and Service Delivery optimisation.
• Good understanding and working knowledge in one or more of the following:
a) Configuration, customisation and development of BMC Helix forms, integrations, workflow and platform administration
b) Business process analysis and requirements gathering
c) IT service management frameworks, such as ITIL and industry best practices
d) IT operations and service delivery concepts
e) Reporting and analytics tools
f) Project management methodologies
g) Process improvement and documentation
• Knowledge and experience in managing enterprise file transfer systems and protocols (SFTP/MFT), including security controls implementation and workflow automation
• Professional certifications such ITIL v4 Foundation, ITIL Intermediate/Expert level certifications, BMC Helix certification or Business Analysis certification (e.g., CBAP) will be advantageous.
• Good analytical, problem-solving, and troubleshooting skills.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with cross-functional teams and stakeholders.
The seniority of appointment and actual corporate job title will commensurate with individual work experiences.
Position is on 2-year full time contract directly under the payroll of CPF Board with potential for emplacement into permanent position.