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Change Management Specialist

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Recooty Full time
Job Description

**About the Role**

We are seeking a highly skilled Change Management Specialist to join our team at Recooty. As a key member of our Service Management Centre, you will be responsible for facilitating, developing, enhancing, and maintaining our overall Change Management process.

Key Responsibilities:

  • Change Management Process Ownership: Develop and maintain a comprehensive Change Management plan, ensuring compliance with ITIL standards and best practices.
  • Change Impact Assessment: Evaluate change impact on projects, identify potential risks, and ensure that change activities adhere to established policies and procedures.
  • Process Improvement: Identify areas for improvement in the Change Management process and implement changes to enhance efficiency and effectiveness.
  • Change Ticket Management: Analyze, track, record, and report on change tickets, ensuring timely completion and adherence to change windows.
  • Collaboration and Communication: Work closely with internal teams to identify potential process improvements, monitor resolution, and enhance change management.
  • Technical Skills: Possess intermediate-level knowledge of Microsoft Office (Excel, PowerPoint, and Word) and experience with ITSM tools (BMC Helix or equivalent).
  • Language Proficiency: Excellent communication skills in Cantonese, English, and Mandarin.
  • Leadership and Decision-Making: Demonstrate ability to lead others in understanding, accepting, and managing quality of work, drive improvements, and make optimal decisions through accountability, judgment, and problem-solving.
  • Relationship Building: Build and maintain working relationships through respect, integrity, open communication, teamwork, negotiation, and customer relationship management with all levels of staff and customers.
  • Vendor Management: Facilitate positive vendor behaviors, establish healthy new engagements, and deepen existing ones.
  • Reporting and Compliance: Prepare reporting as part of deliverables to customers and ensure existing and future documentation processes, SOPs, and manuals are compliant with company ISO standards.
  • Audit and Compliance: Participate and provide assistance for audit, ISO, and general compliance and assurance activities.
  • Flexibility and Availability: Willing to work in shift rotations and on call basis in a 24x7 operating environment.

Desired Certifications:

  • ITIL Foundation v4
  • ITIL Specialist v4 certification

Requirements:

  • Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
  • 3-4 years of experience in Change management.
  • Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be an added advantage.
  • Experience in Infrastructure, Security, and Application IT domains.
  • Good problem-solving skills, background analytics, proactive attitude, and focus on excellent customer service/support.
  • Driven and able to multi-task, strong time management skills, and a strong team player.
  • Required Language(s): Cantonese, English, Mandarin
  • Willing to work on shift rotations and standby.