Tech Subject Matter Expert

Roles and Responsibilities 1. Teams Support Channel ownership (user queries & triage) • Monitor and manage the Group AI Platform Teams support channel. • Respond to user questions, troubleshoot first-line issues, and route queries to the right resolver groups. • Ensure good user experience through clear, timely, and structured communications. 2. Onboarding and access request coordination (end-to-end) • Act as the primary point of contact for onboarding/migration requests. • Engage users to understand what they’re trying to achieve and guide them through onboarding requirements, steps, and platform capabilities. 3.

Structured discovery & requirement capture • Capture key onboarding inputs: use cases, data needs, model type, environments, access requirements, governance approvals, and non-functional needs. • Translate “we need onboarding” into a clear, actionable set of requirements and next steps. 4. Bug/issue management and follow-up • Log, track, and chase bugs/issues across engineering, platform ops, and dependent teams. • Drive progress, unblock dependencies, and ensure closure with appropriate user comms and documentation. 5. Operational tracking, SLAs, and stakeholder updates • Track onboarding and support requests end-to-end (ageing, blockers, ETA). • Provide regular status updates to stakeholders and users, managing expectations and keeping work moving at pace. 6.

BAU process improvement & enablement • Maintain and improve onboarding artefacts: FAQs, templates, playbooks, intake forms, and dashboards. • Identify recurring issues/themes and propose fixes to reduce friction and cycle time. • Support user enablement through demos, knowledge sharing, or short “how-to” walkthroughs. SKILLS & EXPERIENCE REQUIRED 1. Bachelor’s degree or above, majored in Computer Science / Software Engineering / Information Systems or related discipline. 2.

Career background primarily in the software/technology industry. 3. 5+ years’ experience as a Project Manager / Business Analyst delivering software products/projects end-to-end, preferably in complex enterprise environments. 4. Support operations & user-facing service mindset • Strong ability to handle high-volume inbound queries with structured triage and timely responses. • Comfortable dealing with ambiguity and multiple parallel requests. • Calm, solutions-led approach when handling escalations or delays. 5. Business analysis & requirements engineering • Ability to elicit requirements via 1:1s or lightweight workshops and document outcomes clearly. • Produce good-quality artefacts: problem statements, scope, assumptions, dependencies, process flows, user stories, and acceptance criteria. • Strong attention to detail—spot missing approvals, unclear scope, and dependency risks early. 6.

Delivery coordination & ownership mindset • Own requests from intake to closure: triage, prioritisation, tracking, and completion with planning mindset to handle the cases and requirements. • Manage RAID (risks, assumptions, issues, dependencies) and keep actions moving across teams. • Comfortable driving trade-offs (scope vs timeline vs risk) and escalating appropriately. 7. Stakeholder management & communication • Take lead to drive the project related enhancements and gathering relevant requirements for internal feature / capcbility of Group AI Platform • Confident engaging users, engineers, and governance partners; able to influence without formal authority. • Provide crisp updates: current status, blockers, next steps, ETA/SLA expectations. • Able to manage prioritisation conflicts professionally and transparently. 8. Agile ways of working & tooling • Practical Agile experience: backlog refinement, sprint ceremonies, demos, retrospectives. • Strong JIRA skills: epics/stories, workflow tracking, prioritisation, dashboards, reporting. • Strong Confluence (or similar) skills: playbooks, FAQs, templates, decision logs, knowledge articles. 9.

Metrics, SLA visibility & continuous improvement • Define and track operational KPIs (lead time, throughput, ageing, rework, first-time-right). • Build clear reporting for stakeholders (weekly dashboards/pipeline views/root-cause themes). • Use data and feedback loops to improve onboarding and support processes (Lean mindset). 1. High-level familiarity with AI/ML concepts and lifecycle (enough to guide onboarding conversations). 2. Experience in regulated environments with awareness of governance controls (risk, security, data privacy). 3.

Basic understanding of cloud/platform services and access management. 4. Experience supporting service operations reporting and stakeholder updates. 5. Strong documentation habits and customer journey/process improvement mindset. 6.

Workshop facilitation, note-taking, and action tracking experience.