IT Service Quality Analyst

1 week ago

Bangsar South, Malaysia EPS Ventures Sdn Bhd Full time

**Exciting Opportunity: Join Our Team as a Service Quality Analyst - Technology Infrastructure**

**Location**: KL Gateway (Bangsar South)

**Employment Type**: Full-time

**About Us**:
We're committed to fostering a vibrant, diverse, and inclusive workforce. We value the unique backgrounds, perspectives, and life experiences of our team members, driving innovation and strengthening connections with our customers. Our culture prioritizes fairness and performance-driven collaboration.

**Position Summary**:
As a Service Quality Analyst, you'll play a pivotal role in supporting our IT operational service management function. Your responsibilities will span administration, analysis, reporting, and communications across various IT service management areas. By ensuring quality, efficiency, and stakeholder satisfaction, you'll contribute to continuous process improvement aligned with our IT service management standards.

**Key Responsibilities**:

- Prepare and present regular reports on service quality metrics and performance to management and stakeholders, offering insights and recommendations for improvement based on data analysis and trends.
- Collaborate with internal stakeholders and external entities, such as vendors and service providers, to understand needs, provide service delivery updates, and address concerns or feedback.
- Identify and resolve issues during service delivery, including troubleshooting technical problems and finding effective solutions to stakeholder concerns.
- Assist in managing and maintaining infra configuration items and relationships in the CMDB as the single source of truth.
- Design, implement, and manage service delivery processes according to ITIL framework and practices.
- Provide process training and support to delivery teams to ensure compliance with quality standards.
- Maintain accurate documentation, including manuals, procedures, and other materials related to service quality and delivery processes.
- Ensure service delivery processes comply with industry regulations and standards.
- Identify and manage risks associated with service quality and delivery, developing contingency plans and strategies to mitigate potential issues.

**Job Requirements**:

- Bachelor's degree in Computer Science, IT, or equivalent.
- Minimum of 3 years' experience in managing IT service delivery.
- Proficiency in operationalizing ITIL best practices, ITIL v3 certification is advantageous.
- Excellent MS Office Suite skills for management reporting.
- Basic understanding of Database, Operating systems (Windows, Linux, AIX), Storage systems, Network systems, Azure, and AWS clouds.
- Experience in collaborating with cross-functional and technical competency teams.
- Ability to engage with business and user communities effectively.
- Strong customer focus with a commitment to delivering quality services.
- Strong investigative and problem-solving skills, with the ability to identify problems and propose solutions.
- Active team player with operational agility.
- Join our team and be part of a dynamic environment where your skills and contributions drive meaningful outcomes._

**Job Types**: Full-time, Permanent

**Salary**: Up to RM6,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Attendance bonus
- Performance bonus

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