IT Application Support, Senior Officer

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JOB PURPOSE:

• Supervising operations and directly handled requests from departments and business units related to the use of the Insurance Core System and other assigned IT service systems.
• Acting as the primary liaison with partners and relevant units to troubleshoot system issues, ensuring IT services effectively met departmental requirements.
• Supporting software testing, project coordination, and handover of IT products from the Solution Center and implementation projects.
• Reviewing and managing issued IT processes; monitoring and reporting on process compliance.
• Regularly monitoring core application systems and other IT platforms (daily, monthly, annually).
• Applying AI technologies in operational tasks to optimize work efficiency.

KEY RESPONSIBILITIES:

I. Planning and Implementation:

- Establishing objectives for assigned work areas aligned with the unit’s operational direction and monitored their execution.

II. Supervision, Management, and Execution of Assigned Functional Tasks:

- Providing support to departments/users regarding business requirements during the use of the core system and other IT service systems.

- Monitoring daily system operations; reporting application status, end-of-day process status, and system conditions to management and relevant departments.

- Regularly reviewing issued IT processes and reporting on compliance.

- Responding to IT-related inquiries or redirected requests to relevant departments, and collected user feedback.

III. Leveraging AI applications in operational processes to ensure optimal work performance:

- Applying chatbots, virtual assistants, and other AI tools to automate user support, reduce response time, and enhance service quality.

- Utilizing AI to analyze user feedback data, quickly identify common issues, and proposing solutions for service improvement.

IV. Other Duties and Responsibilities:

- Performing other tasks as assigned by direct supervisors (e.g., participating in projects, providing feedback on processes, engaging in organizational activities, assisting with staff deployment), in accordance with personal capabilities and job scope.

- Complying with all relevant regulations, processes, and policies; assuming responsibility for any errors or risks resulting from personal or collective non-compliance.