Change Management Specialist

**Job Title**: Change Management Specialist

**Job Summary**:
The **Change Management Specialist** is responsible for facilitating, developing, enhancing, and maintaining the overall **Change Management process** in alignment with **ITIL best practices**. Acting as the primary point of contact for change control activities, this role ensures all changes are implemented efficiently, with mínimal disruption to IT services. The specialist will also lead process improvement initiatives, chair the **Change Advisory Board (CAB)**, and ensure all procedures comply with internal policies and industry standards.

**Core Responsibilities:Change Management & Governance**
- Serve as the **process owner** for Change Management, maintaining compliance with ITIL standards and company policies.
- Develop, implement, and maintain **change management plans** for projects and operational activities.
- Evaluate change requests to assess **impact, risk, and readiness**, ensuring changes are properly documented, approved, and executed.
- Act as **Chairperson of the Change Advisory Board (CAB)** to review and approve changes.
- Ensure changes are completed within approved **change windows** and identify opportunities for improvement when deviations occur.
- Track, analyze, and report on all change activities, ensuring accurate record-keeping in ITSM systems.

**Continuous Improvement & Collaboration**
- Work with cross-functional teams to identify process gaps, monitor change execution, and drive improvement initiatives.
- Provide guidance and training to teams on Change Management processes and compliance.
- Collaborate closely with Infrastructure, Security, and Application teams to ensure smooth change coordination and mínimal service disruption.
- Maintain effective communication with stakeholders to manage expectations and resolve conflicts related to change activities.

**Process Compliance & Reporting**
- Prepare and deliver regular **change reports** for management and customer review.
- Ensure all documentation, including SOPs, manuals, and process workflows, adhere to **ISO standards** and internal governance requirements.
- Support **audit and compliance activities**, ensuring all change-related documentation and evidence are properly maintained.

**Tools & Technical Competency**
- Use **BMC Helix ITSM** or equivalent tools (e.g., **ServiceNow**, **OpenText**) for change tracking and reporting.
- Stay updated with **industry trends**, emerging technologies, and ITIL-based process improvements.

**Qualifications & Requirements**:

- Diploma or Degree in **Computer Engineering**, **Information Technology**, or a related discipline.
- **3-4 years** of experience in **Change Management** within IT Service Management or Operations.
- Hands-on experience with **ITSM tools** (BMC Helix preferred; ServiceNow or equivalent accepted).
- Strong understanding of **Infrastructure, Security, and Application** domains.
- Excellent analytical, decision-making, and problem-solving skills.
- Proven ability to manage multiple priorities and deliver results in a fast-paced environment.
- Strong communication and stakeholder management skills across all levels.
- Proficiency in **Cantonese, English, and Mandarin**.
- Willingness to work on **shift rotations** and **standby/on-call support** as required.

**Desired Certifications**:

- **ITIL Foundation v4**:

- **ITIL Specialist v4 Certification**

Pay: RM11,000.00 - RM12,000.00 per month

**Experience**:

- ITSM tools: 2 years (preferred)
- Infrastructure, Security, and Application incident handling: 2 years (preferred)
- Change Management: 1 year (required)

**Language**:

- Mandarin (required)

Work Location: In person