"SaaS Support Analyst, SCALE (Lifelong Learning Data Stewardship)"

Job Description

The School of Continuing and Lifelong Education (SCALE) was established to drive the expansion of NUS’ lifelong learning offerings in a concerted and strategic way that furthers our mission to be a leading global university, as well as fulfil our role as a public university of Singapore, shaping the future.

Through SCALE, working adults (i.e. professionals, managers and executives) who aspire to stay relevant and ahead of competition, companies looking to up-skill/re-skill their workforce, and even youths exploring quality tertiary education options, have access to NUS’ suite of innovative, world-class continuing and lifelong education offerings.

Drawing on unparalleled access to the multi-disciplinary expertise of 16 other NUS Faculties/Schools, SCALE offers youth, executive and professional development/education programmes, part-time and full-time degree programmes, as well as modular courses that may be taken singly or stacked towards certificates/diplomas/degrees that meet the lifelong learning needs of individuals. All programmes are designed and developed in consultation with the industry to ensure relevance and currency.

About the Role

To augment our manpower resources in the School, we are looking for a suitably qualified candidate to join our Lifelong Learning (L3) Data Stewardship Team as a SaaS Support Analyst.

Reporting to the Vice-Dean (e-Learning & Technology), the successful candidate shall be responsible for post-launch maintenance and support of SaaS platforms for lifelong learning. This role is ideal for professionals looking to grow in platform support and management, data stewardship, and cross-functional collaboration.

This role is offered on a 3-year renewable contract basis in the first instance, with the prospect of a regular open employment contract thereafter subject to satisfactory job performance during the first 3 years.

Remuneration is based on a 12-month salary structure, with an annual variable bonus which is subject to the incumbent’s performance and the University/School’s prevailing remuneration policies.

The incumbent will be emplaced at an appropriate appointment grade based on individual merits.

Key Duties & Responsibilities:

• Assist in the configuration of curriculum, training management and e-credentials Software-as-a-Service (SaaS) platforms to streamline and automate lifelong education business processes.
• Monitor system performance and user feedback to identify issues and improvement opportunities.
• Coordinate with system/business owners and technical teams to ensure timely updates and releases.
• Co-ordinate and perform user acceptance tests.
• Document operational workflows and contribute to knowledge base development.
• Support data migration, validation, and cleansing efforts in collaboration with internal stakeholders.
• Train administrators to use IT solutions by preparing user manuals and leading training sessions.

Requirements:

Academic & Professional Certification

• Degree with at least 3 years of experience in a continuing and lifelong learning administrative role or in a technical role (e.g., IT system end-user support).
• Strong oral and written English language proficiency is essential.
• Able to work within tight timelines and constraints.

Experience & Attributes

• Excellent ability to assimilate information quickly and understand how to use technology and data to support the evolving needs of lifelong education administration.
• Experience with Microsoft Power Platform and proficiency in SQL and familiarity with data platforms and tools, such as Power BI, is advantageous.
• Ability to take the initiative and adapt.
• Results-driven, self-motivated, highly disciplined, and able.