Live opening · Posted 7 days ago
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Description supplied by the original job listing.
[What the role is]
Support engineering capability development across CAAS and the digitalisation of selected operational workflows through IT Service Management (ITSM) platforms.
The role supports capability development, user readiness, and the transition from manual processes to standardised digital workflows, in line with operational and governance requirements.
[What you will be working on]
1. Training & Capability Development
Coordinate and support the implementation of structured technical training programmes aligned with organisational needs
Work with system owners, subject matter experts, and training providers to support the preparation of user guides, learning resources, and training materials, where required
Align training plans with competency frameworks and certification requirements, where applicable.
2. ITSM Workflow Transformation
Support the migration of existing workflows and processes to ITSM platforms
Translate operational processes into digital workflows (e.g. incident, change, service request, maintenance tasks) in consultation with process owners and platform teams
Support requirements gathering, testing, and workflow rollout in collaboration with platform teams and vendors.
Support user readiness and adoption for ITSM-enabled workflows in collaboration with process owners, platform teams, and vendors
3. Programme Delivery & Continuous Improvement
Support capability development initiatives through implementation, feedback, and performance tracking
Use appropriate learning methods and tools, including digital approaches where suitable
Align capability development efforts with system enhancements and operational changes
4. Competency & Certification Management
Support the administration and periodic review of competency frameworks and certification tracking
Identify capability gaps and recommend targeted development interventions
5. Change Management & Stakeholder Engagement
Support user adoption and knowledge transfer for ITSM-enabled workflows
Collaborate with internal teams, training providers, and vendors to support implementation and adoption
[What we are looking for]
Core (Must-Have)
Trained in Engineering or related discipline
Experience in engineering or operational environments involving mission-critical or high-reliability systems
Experience in capability development, knowledge transfer, or training support
Ability to coordinate capability development initiatives, manage stakeholders, and facilitate knowledge transfer in an operational environment
Strong stakeholder engagement and communication skills
Preferred (Good-to-Have)
Experience with ITSM platforms or workflow digitalisation
Knowledge of ITIL processes (Incident, Problem, Change, Service Request)
Familiarity with digital learning tools, simulation systems, or LMS platforms
Experience in competency frameworks or certification processes
Experience working with vendors and external partners
Awareness of relevant regulatory or industry standards would be advantageous.
Key Competencies
Strong technical foundation and ability to support user adoption, knowledge transfer, and stakeholder coordination
Structured and analytical, with a focus on continuous improvement
Effective communication and stakeholder management skills
Proactive, adaptable, and able to work effectively in a changing operational environment
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