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IT Service Management (Incident & Change Management)

Salary undisclosed

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Overview

The IT Service Management Incident & Change Management Analyst supports the service delivery of information and technology (IT) services and working with teams within the IT Department together with establishing relationships with staff within the bank, other entities within the group and external parties/vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction. This role reports to the Team Lead of IT Service Management.

Teams:

Incident Management:

https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/PJC-PJ-City/Incident-Management-Analyst_JR0000012095

Responsibilities:

  • Coordinate and restore a failed IT Service promptly.
  • Escalate unresolved incidents/escalation with support.
  • Responsible to carry out the respective reporting procedure as per the Incident Management procedure.
  • Understand the issue and record all the possible improvement areas, and action items.
  • Supports services documentation and service improvements initiatives ensuring information is being updated/fulfilled timely with adequate analysis, control and information of these documents are available when needed.

Change Management:

https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/PJC-PJ-City/IT-Service-Management--Change-Management-_JR0000014633

Responsibilities:

  • Responsible for quality IT Change Management process operation and maintenance.
  • Supports business unit, project, and IT support staff in enhancing IT Change Management practices.
  • Develops and maintains IT Change Management principles, standards, plans, and procedures.
  • Assists auditors with auditing the activities of the Change Management function for compliance.
  • Schedules and chairs Change Advisory Board meeting, coordinates IT support team and reviews changes prior to advancing for Change Advisory Board review.

Requirements:

  • Malaysian citizen.
  • Diploma holder and above in Computer Science or any related field.
  • 2 years and above of working experience in the IT field.
  • Able to lead and manage a team.
  • Proficient in Networking, applications MySQL, Unix and Wintel.
  • Possess a certificate in ITIL Foundation is an added advantage.

What’s next?

  • Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  • Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/