Application Support Lead (ServiceNow / Virtual Agent)

Highlights

• Salary: $6,000 – $8,000 monthly basic
• Working days: 5 days a week
• Working hours: 8:00am – 5:30pm
• Bonus: AWS + 2.5 months variable bonus
• Benefits: Flexible benefits + medical benefits + 18 days AL
• Lead an AI support agent rollout

Job Scope

• Run day-to-day support for the company's business application portfolio, keeping systems stable and closing incidents and requests within SLA.
• Act as the L2 escalation point: troubleshoot complex issues, bring in vendors and internal teams where needed, and handle access, configuration, patching, releases and health checks.
• Drive VAPT findings to closure with vendors, infrastructure and security teams, tracking each item against its deadline.
• Coordinate enhancements, upgrades and UAT with business users and vendors, and enforce proper incident, problem and change practices on the ITSM platform.
• Plan and roll out an AI virtual agent that solves common user issues using structured knowledge catalogues, and define its scope, escalation rules and L1-to-L2 handover.
• Build and govern the catalogue framework (troubleshooting guides, FAQs, resolution scripts, decision trees), turning every repeatable L2 fix into new L1 content.
• Track agent and shift-left performance (deflection, first-contact resolution, L1 resolution %, catalogue growth), tune content and workflows, and manage the related vendors and budget.
• Work with business units on pain points and priorities, find recurring root causes to fix permanently, and drive user adoption of the agent through training and communication.

Job Requirements

• Experience leading application support or ITSM teams preferred, ideally ITIL Foundation certified.
• Background in delivering chatbots or virtual agents (e.g. ServiceNow Virtual Agent, Copilot Studio) would be an advantage.

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We regret that only shortlisted candidates will be notified.

Staffking Pte Ltd (20C0358) | Teo Yong Han (R22110013)