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Lam Research

Senior IT Engineer_Quality Assurance, Knowledge & Process Mgt

Lam Research
Equipment EngineeringSG-Singapore (3301)OnsitePosted 2 weeks ago
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About the role

AI summarised

The Senior IT Engineer in Quality Assurance, Knowledge & Process Management will lead QA frameworks, govern knowledge-centric services, and standardize IT service processes to improve employee experience and operational efficiency. Responsibilities include developing QA programs, managing content lifecycle, mapping SOPs, and driving continuous improvement across global IT services. The role requires strong ITIL knowledge, hands-on experience with ServiceNow and Microsoft 365 platforms, and skills in process analysis, communication, and collaboration.

EquipmentOnsiteInformation Systems

Key Responsibilities

  • Develop QA program, sampling, and calibration; perform audits and publish dashboards; coach to improve behaviors and outcomes
  • Establish a defect taxonomy and root‑cause library; drive CAPA and verify effectiveness
  • Govern content lifecycle, metadata/taxonomy and findability; manage templates and style guide
  • Map and standardize SOPs for onboarding/offboarding, refresh, VIP, and loaners; define controls and measurement plans

Requirements

  • Bachelor’s degree in Information Technology/Information Services or related field with more than 5 years in Quality Assurance, Knowledge & Process Management within IT services
  • Strong ITIL working knowledge is required
  • Prior experience handling ServiceNow Knowledge & Reporting; SharePoint/Confluence
  • Proficiency in Tool Stack & following Platforms: ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB), Endpoint mgt (Microsoft Intune/Autopilot, ConfigMgr (SCCM); Jamf), Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker; MFA, Productivity/Collab: Microsoft 365 (Teams/Outlook/SharePoint); Conferencing/AV incl. Teams Rooms
  • Strong understanding of process mapping & requirement gathering
  • Strong analytical & problem-solving skills
  • Excellent verbal & written communication skills
  • Collaborate effectively with cross-functional teams
  • Strong organizational & time management skills
  • Attention to details
  • ITIL® Foundation; KCS® Practices; Lean/Six Sigma familiarity; experience with DEX metrics and author enablement