System Analyst (Customer Management Department)

Job description

System Analyst (Customer Management Department)
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System Analyst (Customer Management Department)
role at
Housing & Development Board
What The Role Is
We are seeking a dynamic and strategic System Analyst to drive our digital transformation agenda.

In this pivotal role, you will lead the development of our flagship Next‐Gen Case Management Platform (NGCMP) alongside other strategic digital initiatives that are reshaping our organisation's technological landscape.

This strategic position offers the opportunity to shape our digital ecosystem through end‐to‐end product ownership, from strategic planning and stakeholder engagement to product innovation, implementation, and continuous improvement, ensuring our digital products deliver meaningful value to users and the organisation.

You will lead cross‐functional teams, work closely with process owners, and drive business process re‐engineering (BPR) to deliver scalable, efficient, and user‐centric platforms.


What You Will Be Working On
Product Office Leadership
Lead the Product Office(s) in driving NGCMP and other digital product development and implementation across multiple tracks.


Prioritise initiatives across departments, aligning product goals with organisational objectives.


Guide departments in Business Process Re‐engineering (BPR) to optimise workflows.


Regularly update Management/Steering Committee on development progress and milestones.


Develop onboarding and change management strategies for cross‐track adoption.


Champion stakeholder engagement across departments to ensure successful platform rollout.


Establish governance frameworks ensuring development protocols, accountability, and compliance with IT policies.


Business Analysis & System Integration
Review and analyse business needs through comprehensive stakeholder consultation and requirements gathering.


Drive requirements elicitation through workshops, interviews, and document analysis, translating complex business needs into clear, actionable requirements and user stories.


Develop comprehensive solutions integrating with existing HDB business systems whilst taking a corporate, strategic perspective in addressing varied business needs and challenges.


Build thorough understanding of business operations and systems architecture through detailed process analysis and documentation.


Conduct landscape studies, feasibility analyses, and cost‐benefit evaluations.


Design and implement solutions that streamline overall processes whilst ensuring requirements traceability and stakeholder alignment.


Strategic Planning & Resource Management
Define and drive the long‐term product roadmap and strategic direction.


Lead resource planning and procurement for platform development.


Conduct landscape studies, feasibility analyses, and cost‐benefit evaluations.


Design and deliver comprehensive management reports providing insights into case performance, platform health, and operational effectiveness.


Establish partnerships with vendors, agencies, and industry stakeholders.


Stay ahead of industry trends to inform technology investments and innovation strategies.


Product Development & Technical Implementation
Drive end‐to‐end product lifecycle: ideation, prototyping, development, testing, and launch.


Collaborate with technical and operational teams for backend systems integration whilst ensuring features and design align with business needs and operational priorities.


Define performance metrics and oversee product validation processes.


Perform programming and configuration tasks for development/ analytical reports.


Design, implement, and continuously refine dashboards for real‐time performance monitoring.


Define and track key performance indicators (KPIs) and strategic metrics aligned with business goals.


Quality Assurance & Implementation
Coordinate user testing (UAT) and pilot programmes, developing comprehensive test plans, scenarios, and acceptance criteria based on business requirements.


Investigate and resolve user feedback and operational issues whilst validating that implemented solutions meet business needs and quality standards.


Manage product documentation, user guides, and change management resources.


Oversee transition of pilot projects to operational teams for scalable deployment.


Implement quality assurance practices to ensure timely and effective delivery.


Project Management & System Administration
Manage procurement of tools, services, and software.


Administer corporate IT systems and drive ICT initiatives.


Coordinate user testing (UAT) and pilot programmes.


Identify and mitigate project risks across scope, schedule, budget, and quality.


Facilitate cross‐team collaboration to ensure product compatibility with operational environment.


Ensure seamless project delivery in alignment with organisational standards.


Ensure compliance with IT and data management policies/guidelines.


Monitor and report progress across tracks, ensuring timely resolution of issues.


Continuous Improvement
Monitor post‐launch performance, gather user feedback, and implement enhancements.


Utilise dashboard analytics and management reports to identify improvement opportunities and inform iterative product development.


Work with Process Owners to continuously review workflows and processes for improvement opportunities whilst analysing user feedback for process enhancement.


Maintain close relationships with stakeholders to drive platform adoption and innovation.


Stay current with technological advancements and regulatory changes.


What We Are Looking For
You should possess a background in Computer Science, Information Systems, or equivalent.


Qualifications
5+ years of experience in product/project management, with at least 3 years managing digital platforms or enterprise systems.


Strong background in business process re‐engineering, stakeholder management, agile product development, strategic planning, business analysis, system integration, programming and system administration, IT policy compliance and data management.


Excellent communication, presentation, and analytical skills.

You should be meticulous, organised, and a fast learner who has strong analytical, conceptualisation and problem‐solving skills and can work well in team environment as well as independently.


Experience in the public sector or case management systems is a strong advantage.


Successful candidates will be offered a 1+1 year contract in the first instance.

Conversion to perm is dependent on good performance.


Find out more about a career with HDB at
All applicants will be notified on whether they are shortlisted for the position within 4 weeks of the closing date of this job posting.


Seniority level
Not Applicable
Employment type
Contract
Industries
Government Administration
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