Job Description
At its core, this role is about actively managing, triaging, and resolving tickets end-to-end through ServiceNow (OneSupport) — owning each case from the moment it is received through to full resolution. The role handles a broad spectrum of complex P&C queries and employee inquiries across the SEA region, ensuring every ticket is accurately assessed, prioritized, and resolved with speed, precision, and a genuine commitment to employee satisfaction. Responsible for the control, monitoring, and correct execution of People Services core models, this is a dynamic, case-management-focused position where the quality of every interaction directly shapes the employee experience.
A defining responsibility of this role is championing a self-service culture across the organization — actively guiding and empowering employees to leverage the full capabilities of OneSupport (supported by Concierge), including its self-service features, knowledge base articles, and digital P&C resources...