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.