Itsm Support Operations Analyst

1 week ago

Kuala Lumpur, Malaysia Bank Negara Malaysia Full time

**Job Title : ITSM Support Operations Analyst**

**ROLE PURPOSE**:
Deliver reliable ICT solutions and efficient support services and administration for IT Service Management/IT Helpdesk System and act as the custodian of all related processes, including documentation to ensure information accessibility, business operations efficiency and increased organization productivity.

**PRINCIPAL ACCOUNTABILITIES**:

- Experience in ServiceNow development eg workflow, service catalogues, forms, API integrations, service mapping etc, by leveraging on JavaScript or other scripting methods.
- Perform frontline customer service role in providing standard IT services to the Bank's users, including management, tracking, resolution and reporting of IT incidents/problems and service requests. Ensure service level agreements are adhered to and reviewed on a regular basis for service excellence.
- Perform business requirements assessment and translate into technical specifications, handle procurement of ITSM solutions and manage all related budget.
- Manage end to end development process and ensuring all deployment to production environment are complied with Change Management Procedure
- Improve user awareness and productivity through regular and continuous ICT technology updates and knowledge sharing by collaborating with internal stakeholders for timely implementation of end user ICT solutions.

**QUALIFICATION / EXPERIENCE**:

- Academic Qualifications: A degree in Computer Science, Information Technology or at least 3 years experience in ITSM processes.
- Experience: Strong technical knowledge on IT Service Management latest technology and ITIL practices, business or system impact analysis, Service Request, Incident, Problem, Change and deployment as well as configuration and inventory management.

**TECHNICAL COMPETENCIES**
- Emerging Technology
- IT Systems and Technology
- IT System Support and Maintenance
- IT Project Management
- Procedure, Systems and Methods

**LEADERSHIP COMPETENCIES**
- Acts for the Greater Good
- Integrated Thinking
- Environmental Awareness
- Holistic Collaboration
- Engage and Influence Stakeholders
- Organisational Understanding
- Leveraging on Strategic Relationships
- Empowerment with Accountability
- Build Team Capability
- Drive Performance Excellence
- Executive Maturity
- Self Confidence

**CRITICAL SUCCESS FACTORS**:

- Professionalism in dealing with urgent requests and high

expectations in terms of service turnaround time from multiple

parties Has a strong commitment to service provision; ensure

timely responses and quality services to ensure client satisfaction
- Ability to engage with stakeholders/customers at various levels

from Line Departments to understand their IT needs and to follow

through with action plan to address the requirements given
- Possess the following traits - Customer Service, Product

Knowledge, Quality Focus, Problem Solving, Market Knowledge,

Documentation Skills, Listening, Phone Skills, Resolving Conflict,

Analyzing Information, Multi-tasking

**CHALLENGES**
- To keep abreast with up-to-date IT service management practices and technological trends for end consumers
- Working under tight deadlines and also meeting stakeholder expectations
- Willingness to work beyond normal working hours for critical/adhoc requests, if necessary

  • ITSM Product Manager

    2 days ago

    Greater Kuala Lumpur, Malaysia Bluecube Technology Solutions - An Ekco Company Full time 60,000 - 120,000 per year

    This website uses cookies to ensure you get the best experience.Ekco and our selected partners use cookies and similar technologies (together "cookies") that are necessary to present this website, and to ensure you get the best experience of it. If you consent to it, we will also use cookies for analytics and marketing purposes.See our Cookie Policy to read...

  • ITSM Process Owner

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Swift Full time 80,000 - 120,000 per year

    About UsWe're the world's leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy.We're unique too. We were...

  • it support service desk analyst

    8 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Cekap Technical Services Sdn Bhd Full time 60,000 - 100,000 per year

    IT Service Desk Analyst – Level 2Location: Kuala LumpurContract Duration: 6 monthsWorking Hours: 24/7 coverage (8 hours per shift, 1-hour break)Working Days: Rotational, as scheduled by team leader (5 working days followed by 2 days off)OverviewThe IT Service Desk Analyst delivers first- and second-level IT support to employees organization-wide, operating...

  • ITSM Process Owner

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Swift Transportation Full time 120,000 - 240,000 per year

    ABOUT USWe're the world's leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy. We're unique too. We were...

  • ITSM/ITOM Tools Senior Specialist

    7 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Maxis Full time 80,000 - 120,000 per year

    Are you ready to get ahead in your career?We want to empower you to turn your ambitions into achievements.We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.To realise...

  • System Support Analyst

    8 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Malaysian Life Reinsurance Group Berhad Full time 80,000 - 120,000 per year

    About UsMalaysian Life Reinsurance Group Berhad (MLRe) is the first reinsurer in Malaysia, and we take pride in our strong local presence and in-depth knowledge of the local market as well as its global industry expertise.With over 25 years of experience, we combine our excellent understanding of the local market and global technical expertise to provide...

  • Servicenow Consultant

    2 days ago

    Kuala Lumpur, Malaysia Verinon Full time

    **Key Responsibilities**: - Shadowing our current Servicenow Lead in day to day activities to capture knowledge, ensure documentations are completed for business continuity. - Fully understand all integrations, system set ups - Lead the implementation and optimization of ServiceNow ITOM solutions, ensuring alignment with business objectives. - Design,...

  • Junior Technical Delivery

    2 weeks ago

    Kuala Lumpur, Malaysia Avows Technologies Sdn Bhd Full time

    **Experience**: 2 to 3 years **Job Title: Junior Technical Delivery - ITSM (ServiceNow)** Location: Damansara Uptown, PJ, | ICT industry **6 months contract convertible to Permanent (first 6 months is similar to probation for perm role)** **Role Overview** **Key Responsibilities** Assist in the configuration and deployment of ITSM modules (e.g.,...

  • Senior ITSM Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Jobs via eFinancialCareers Full time 120,000 - 180,000 per year

    Your New CompanyYou are joining a leading technology company at the forefront of operational excellence and digital transformation. They are seeking a passionate Senior ITSM Specialist to shape their evolving IT landscape.Your new roleLead and govern the IT tools architecture roadmap.Design and implement infrastructure monitoring and automated remediation...

  • Senior ITSM Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hays Full time 90,000 - 120,000 per year

    Opportunity to be the SME to lead the architecture, roadmap, and implementation of critical IT toolsYour new companyYou are joining a leading technology company at the forefront of operational excellence and digital transformation. They are seeking a passionate Senior ITSM Specialist to shape their evolving IT landscape.Your new roleLead and govern the IT...