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Itsm Product Specialist

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Ekco Full time

About Us:


Ekco is on a journey to becoming a leading force in the Global tech landscape We accelerate our customers digital ambitions security and intelligently through our focus on People Excellence, Customer Closeness, Speed of Execution, and Innovation & Thought leadership.

We have over 900 highly talented and supportive colleagues (and counting) across a number of locations in the UK, Netherlands, Ireland, Malaysia and South Africa

About the Role:


We are seeking a ITSM Product Specialist with a strong background in IT Service Management (ITSM) tools to enhance our team.

In this role, you will play a crucial role in not only streamlining workflows and implementing integrations but also in delivering support for the ITSM tool.

Your expertise in ITSM tool development will be central to ensuring smooth integration with our current systems via API connections.

Leveraging your extensive comprehension of workflow automation and API connectivity will be essential in boosting efficiency and optimising the value of the Freshservice product within our organisation.


Key Responsibilities:

  • Workflow Optimisation:
  • Analyse existing workflows and processes to identify opportunities for improvement and automation.
  • Design and implement streamlined workflows using Freshservice product to enhance efficiency and productivity.
  • Collaborate with teams to understand their workflow requirements and tailor solutions accordingly.
  • API Integration:
  • Ensure data synchronisation and seamless communication between different platforms through API endpoints.
  • Troubleshoot and resolve any issues related to API integrations to maintain system functionality and data integrity.
  • Support:
  • Provide technical support and assistance for the ITSM tool, ensuring smooth operation and resolving any issues that may arise.
  • Collaborate with internal teams to understand their requirements and customise the ITSM tool accordingly.
  • Conduct regular maintenance tasks, updates, and patches to keep the ITSM tool running optimally.
  • Stay updated with the latest features and updates of the ITSM tool and implement them as applicable to improve its functionality and efficiency.
  • Collaboration and Communication:
  • Work closely with stakeholders to understand their integration requirements and provide tailored solutions.
  • Communicate effectively with internal teams to gather feedback, address concerns, and provide updates on workflow and integration projects. Foster collaboration and knowledge sharing among team members to leverage expertise and best practices.

About You:

  • Proven experience in workflow design, process optimisation, automation, and support for ITSM tools.
  • Proficiency in API development and integration.
  • Expertise in Freshservice product would be advantageous.
  • Excellent problemsolving skills and attention to detail.
  • Strong communication skills with the ability to convey technical concepts to nontechnical stakeholders.
  • Proven ability to work collaboratively in a team environment and independently when required.
  • Relevant certifications or training in workflow automation, API integration, or Freshworks products would be advantageous.

Why Ekco:

- Microsoft's 2023 Rising Star Security Partner of the year

  • VMware & Veeam top partner status
  • Ranked as one of the fastest growing technology company in the Deloitte Fast50 Awards
  • Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
  • We recognise the value of internal mobility and encourage opportunities for internal development & progression
- Flexible working with a family friendly focus are at the core of our company values