
Coordinator, ITSM Governance
RM 4,000 - RM 6,000 / month
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JOB SUMMARY
Key Responsibilities
1. Technical Skills and Knowledge
- In-depth understanding of ITSM frameworks like ITIL (Information Technology
- Infrastructure Library) and its processes (Incident, Problem, Change, Release,and Service Request Management).
- Ensure ITSM processes adhere to governance requirements and pass internal or external audits.
- Drive continual improvement of ITSM processes.
- Ensure secure ITSM operations and compliance with security policies.
2.Policy and Planning
- Assist and support the Assistant Manager, Infrastructure or Manager, IT to implement
- and to ensure compliance with all University IT-related policies.
3. Documentation
- Develop and maintain various procedural and technical documents in areas such as customer service and application support.
- Prepare ITSM policy, procedures, and guideline documentation.
4. Resource Management
- Monitor material usage and check the deliveries for the University.
- Ensure system compatibility and maintenance of the University’s Standard Operating Environment.
JOB REQUIREMENTS
- A recognised Bachelor’s degree in Information Technology or a related field, with a minimum of three (3) years of relevant experience in operational support.
- Candidates with a Master’s degree in a related discipline may also be considered.
- Proven experience managing and overseeing ITSM processes such as Incident, Problem, Change, and Service Request Management.
- Proficiency in generating reports, configuring workflows, and monitoring performance metrics using ITSM platforms.
- Experience in implementing and maintaining governance frameworks to ensure compliance with policies and regulations.
- Strong understanding of IT infrastructure components (e.g., servers, networks, cloud environments) and how they integrate with ITSM processes.
- Demonstrated ability to identify process inefficiencies and drive improvements in ITSM workflows.
- Capable of leading process reviews, governance sessions, and training initiatives to enhance ITSM awareness.
Job Type: Full-time
Pay: RM4,000.00 - RM6,000.00 per month
Schedule:
- Monday to Friday
Work Location: In person