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ITSM ANALYST

Salary undisclosed

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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