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The ITSM Analyst is responsible for the deployment and continues service improvement of IT Service Management and its related processes: Incident management, Request Fulfilments, Problem Management, Configuration Management, Change Management, and Knowledge Management.
The role is also require understanding and be able to assist all aspects of the ISO 27001:2022 standard audit and Data Centre operation management knowledge will be added advantage.
JOB DESCRIPTION
- Assist for the deployment and evangelization of IT Service Management and its related process: Incident management, Request Fulfilment, Problem Management, Configuration Management, Change Management and Knowledge Management.
- Follow up and report on the adherence to the ITSM processes in the department and customer;
- Coordinate with key clients (Process Manager) to define roadmap and improvement of ITSM tool and process.
- Manage, report and communicate on performance of the ITSM process.
- Responsible and drive continuous service improvement.
- Steering weekly and monthly Service Review meeting.
- Focus on ISO audit controls and audit management.
- Assist in Change Management, Incident Management, Problem Management, Audit Management.
- Carry out all other related tasks.
SKILLS
- ITIL certified would be advantage
- understanding in Power Bi- Build Dashboard and Report management
- Excellent written, communication and presentation skill.
- Ability to work in a dynamic and demanding environment.
KNOWLEDGE
- Basic of ITIL approach, principles and processes in an IT Managed service environment.
- Excellent English skills (Spoken and written)
- Understanding Microsoft & Linux operating systems, network, enterprise systems and data centre operations.
- Good Working knowledge of an ITSM tool (Manage Engine is a plus).
REQUIREMENTS
- Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma in IT or Computer Science or equivalent.
- Junior Level is preferred.
- Able to work independently and good communication skills
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