IT Application Support, Officer/Senior Officer

JOB PURPOSE:
Supervises operations and directly handles requests from departments and business units related to the use of the Insurance Core System and other assigned IT service systems.
Acts as the primary liaison with partners and relevant units to troubleshoot system issues, ensuring IT services effectively meet departmental requirements.
Supports software testing, project coordination, and handover of IT products from the Solution Center and implementation projects.
Reviews and manages issued IT processes; monitors and reports on process compliance.
Regularly monitors core application systems and other IT platforms (daily, monthly, annually).
Applies AI technologies in operational tasks to optimize work efficiency.
KEY RESPONSIBILITIES:
I. Planning and Implementation
Establishes objectives for assigned work areas aligned with the unit's operational direction and monitors their execution.
II. Supervision, Management, and Execution of Assigned Functional Tasks
Provides support to departments/users regarding business requirements during the use of the core system and other IT service systems.
Monitors daily system operations; reports application status, end-of-day process status, and system conditions to management and relevant departments.
Regularly reviews issued IT processes and reports on compliance.
Responds to IT-related inquiries or redirects requests to relevant departments, and collects user feedback.
III. Leverage AI applications in operational processes to ensure optimal work performance.
Applies chatbots, virtual assistants, and other AI tools to automate user support, reduce response time, and enhance service quality.
Utilizes AI to analyze user feedback data, quickly identify common issues, and propose solutions for service improvement.
IV. Other Duties and Responsibilities
Performs other tasks as assigned by direct supervisors (e.g., participating in projects, providing feedback on processes, engaging in organizational activities, assisting with staff deployment), in accordance with personal capabilities and job scope.
Complies with all relevant regulations, processes, and policies; assumed responsibility for any errors or risks resulting from personal or collective non-compliance.