Overview

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

 Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

 We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

Job Purpose

The IT Knowledge Analyst is responsible for managing and maintaining the Known Error Database (KEDB) to enable rapid incident resolution and organizational learning. This role ensures that known errors are accurately documented, searchable, and integrated into operational workflows. The IT Knowledge Analyst also monitors KEDB effectiveness and drives improvements in usability and governance.

Key Responsibilities

Known Error Database (KEDB) Management

  • Own day-to-day maintenance of KEDB entries, ensuring completeness and accuracy of symptoms, impacted services, root causes, workarounds, and permanent fix status.

  • Validate and update entries based on RCA outputs and remediation progress.

  • Ensure KEDB is integrated with Incident Management workflows for quick search and application by Service Desk and Technology Command Centre.

  • Monitor KEDB effectiveness (search success rate, usage metrics) and recommend enhancements to improve adoption and impact.

Governance & Standards

  • Enforce standards for KEDB taxonomy, templates, metadata, and version control.

  • Conduct periodic reviews to ensure entries remain current and actionable.

  • Support audits and compliance checks related to knowledge governance.

Collaboration & Communication

  • Work closely with Problem Analyst and Problem Manager to ensure timely updates and alignment with RCA outputs.

  • Provide guidance to Service Desk and technical teams on KEDB usage and best practices.

Analytics & Continuous Improvement

  • Track and report KEDB performance metrics; identify gaps and propose improvements.

  • Contribute to initiatives that enhance knowledge accessibility and usability across the Group.

  • Bachelor’s degree in IT or related field.

  • At least 5yrs in IT Service Management or operations; experience with knowledge or database management preferred.

  • Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage.

  • Strong attention to detail, documentation skills, and ability to enforce governance standards.

  • Good communication and collaboration skills.

Side note: This role requires 100% work in office and is based in the East (Tampines/ Punggol).

What we offer:

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

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About OCBC Bank

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang.

OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals.

OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.