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IT Business Analyst

4 weeks ago

Damansara Utama, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

Our Client is an IT solutions & services provider specializing in Connectivity & Communications solutions (network, security, VOIP, IPPBX, SIP services) and Management Tools (IT service management and customer engagement solutions). In line with their rapid business expansion plans, they are looking for a Junior Product Engineer to join their IT Service Management (ITSM) Business Solutions team that is responsible for designing, implementing, and maintaining ITSM system for their clients. In this role, you will work closely with clients to understand their business needs and design solutions that meet those needs using industry standard ITSM system.

Training will be provided for this role. However, the successful applicant must be able to display strong technical foundation knowledge & excellent English communication skills.

**Compulsory experience**

**Training will be provided for this role. However, the successful applicant must be able to display strong technical foundation knowledge & excellent English communication skills.**

**What You Will Do**
- Collaborate with internal teams and clients to gather, analyze, and document clients’ requirements for the ITSM system implementation.
- Review, analyze and document ITSM processes and mapped out clients’ IT operation process escalation flow.
- Design, configure and customize ITSM system to meet the specific needs of each client.
- Integrate ITSM system with other component and systems, internally (incident management and change management), or externally (3rd party monitoring solution and omnichannel communication platform).
- Perform data migration from existing ITSM system to the new ITSM system including data collection, transformation, ingestion, and validation.
- Support and collaborate with other project team members throughout the implementation and support lifecycle, including development, testing and production cut-over phase, and document and maintain ITSM system configurations, process flows, procedures, and other needed documentation.
- Provide ongoing support to clients, including troubleshooting and problem resolution. Providing training and guidance to internal teams and clients on ITSM system, processes, and best practices.

**What You Need**:

- Bachelor's degree in Computer Science, Information Technology, or technical related field.
- Good foundational IT knowledge with ability to do basic coding in any technical language.
- Ideally having a strong understanding of ITIL framework and best practices with experience with ITSM tools such as Freshservice, ServiceNow, Remedy, or similar.
- Excellent written and verbal communication skills in English as this role will be involved in both local & global communications.
- Experience in project management and ability to manage multiple tasks and priorities is a plus.

**Job Type**: New-Grad

**Salary**: Up to RM4,000.00 per month

Schedule:

- Monday to Friday
- On call

Ability to commute/relocate:

- Damansara Utama: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma/Advanced Diploma (preferred)

**Language**:

- English (required)

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