Itsm Process Specialist

1 week ago

Kuala Lumpur, Malaysia IT Consulting Company Full time

Key Responsibilities:

- Process Design & Development: Lead the end-to-end design and documentation of internal ITSM workflows, including Incident, Problem, Change, and Service Request Management.
- Implementation & Governance: Drive the implementation of new ITSM processes, ensuring they are effectively communicated and adopted by internal IT and business teams.
- Continuous Improvement: Proactively identify inefficiencies in existing IT workflows and propose process improvements to enhance service quality, speed, and consistency.
- Stakeholder Collaboration: Work closely with the IT Director, team leads, and internal stakeholders to gather requirements and ensure all new processes align with business needs.
- Performance Monitoring: Establish key performance indicators (KPIs) and metrics to monitor the health and effectiveness of the new ITSM processes.

Required Qualifications:

- Proven experience in designing and implementing ITSM processes.
- Strong understanding of ITSM frameworks (e.g., ITIL). ITIL Foundation certification is a plus.
- Excellent analytical and problem-solving skills with a focus on process optimization.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management) to understand how processes are automated.

**Job Type**: Contract
Contract length: 12 months

Pay: RM5,000.00 - RM8,000.00 per month

Application Question(s):

- Notice Period. Able to join immediately?

**Experience**:

- ITSM Process : 4 years (required)
- ITSM workflows designing: 4 years (required)
- ServiceNow/Jira: 4 years (required)

Work Location: In person

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