In this role, you will review CSC’s business processes and policies, as well as engage internal and external users to define business requirements for process improvement and product development for the Programme Management and Administration Portal (PMAP) in the Programme Experience and Operations (PXO) unit. You will work closely with different stakeholders to drive the onboarding and change management of users onto PMAP, including capability development initiatives to support users in transiting systems.

• Design and implement policy and process improvements; and surface opportunities for product development and enhancement to deliver CSC’s operational outcomes effectively • Conduct thorough analysis and evaluation of existing policies, processes, systems and data relating to CSC’s business operations to identify areas for improvement and optimisation • Develop a deep understanding of CSC’s operational workflows and procedures and maintain up-to-date documentation of policies and processes • Partner CSC’s business units, corporate departments and key stakeholders to elicit and define business needs through user-centric methodologies and develop the appropriate business cases • Gather, document and translate business needs into functional and technical requirements to inform product design and development; and work closely with product team(s) to deliver product(s) • Identify interdependencies across projects/initiatives and strategise how these can be managed and coordinated, in collaboration with the relevant CSC teams • Support business transition and help drive change through actively engaging key stakeholders and end users • Conceptualise and implement strategy for user education, to drive onboarding of differentiated user groups onto new product(s) • Design and lead change management initiatives to help users make the transition from existing systems to the new platform • Provide regular updates and reporting to management, highlighting key findings, recommendations and progress towards CSC’s operational goals • Keep abreast with industry trends, best practices and emerging technologies related to business operations and process improvement

• Proven experience as a Service Design and/or Process Improvement Specialist or in a similar role, preferably in a business operations or process improvement capacity • Good understanding of user-centric and change management principles • Excellent problem-solving skills and the ability to think critically to propose innovative solutions • Adept communicator (both written and verbal) with the ability to effectively convey complex information to stakeholders across all levels • Enjoys both working independently and collaboratively in a fast-paced, dynamic environment • Strong analytical skills Please note that this position will be on a 3-year contract.

The Civil Service College (CSC) is a statutory board under the Public Service Division, Prime Minister’s Office. We are the central learning institution for the Singapore Public Service and we partner government ministries and agencies to develop people for a first-class public service. CSC brings together public officers from diverse backgrounds and provides them with opportunities for learning and skills upgrading. Our service-wide networks enable public officers to build capabilities, develop shared ethos and gain deeper perspectives, creating a collaborative environment for dialogue and knowledge sharing. Through our programmes and services, CSC aims to strengthen strategic capacity in governance, leadership, public administration and management for the Singapore Public Service.