Change Management Coordinator

2 days ago

Ara Damansara Selangor, Malaysia Infinitium Group of Companies Full time 40,000 - 80,000 per year

Key Responsibilities:

  1. Change Request Management:

  2. Review and validate all submitted change requests to ensure that they meet the documentation requirements.

  3. Chair weekly Change Management Board meetings with stakeholders, including approvers, to discuss and evaluate submitted change requests.
  4. Process Change Requests in collaboration with relevant stakeholders, ensuring all necessary approvals are obtained.
  5. Monitor the execution of approved Change Requests, ensuring that they are implemented effectively and timely.

  6. Facilitate the closure of completed change requests by documenting outcomes.

  7. Standard Operating Procedure (SOP) Management:

  8. Maintain & Update the Change Management Board SOP to reflect current processes and best practices.

  9. Conduct monthly briefings for existing staff and new joiners to educate them about the change request process and the flow of operations within the Change Management Board.

  10. Ensure all staff are equipped with the necessary knowledge and resources to adhere to the SOP.

  11. Support Ticket Monitoring:

  12. Track and follow up on support tickets submitted by customers, collaborating with Level 1 and Level 2 support teams.

  13. Ensure that all tickets are addressed and closed within the committed Service Level Agreement (SLA) timelines.
  14. Organize and lead biweekly meetings with relevant stakeholders to provide updates on ticket statuses, challenges, and resolutions.

Job Requirements:

  • Candidate must possess at least a bachelor's degree/Post-Graduate Diploma in Information Technology/Business Studies/Administration/Management or equivalent
  • At least 1 year of experience in customer service, administrative and operational fields.
  • Knowledge of E-Commerce/Payment Services is an advantage.
  • Willing to learn, demonstrate positive attitude and self-motivated.
  • Ability to multi-task effectively and prioritize tasks in a fast-paced environment.
  • Strong sense of responsibility and a collaborative team spirit.
  • Self-initiative and ability to work both independently and in collaboration with colleagues at various levels.
  • Excellent communication and interpersonal skills, with the ability to always maintain a professional manner.

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