IT Service Management Specialist

2 days ago

Malaysia Soft Space Full time 60,000 - 120,000 per year


Manage IT changes, release, and assist with incident management, ensuring smooth service delivery.

Key Responsibilities

Change/Release Management

  • Lead and manage the change and release management lifecycle, ensuring minimal disruption to IT services.
  • Collaborate with development, operations, and other IT teams to plan and execute changes, releases, and deployments.
  • Utilize ITSM tools to manage change requests, releases, and documentation, ensuring adherence to established protocols.
  • Develop and maintain comprehensive documentation for change and release processes, promoting best practices and consistency.
  • Analyze and optimize change and release management processes to enhance efficiency and effectiveness.
  • Proactively identify potential risks and issues, taking corrective action to ensure smooth transitions.

Incident/Problem Management (Assisting NOC Team)

  • Assist the Network Operations Center (NOC) team in logging, tracking, and escalating incidents.
  • Collaborate with the NOC team to investigate and diagnose the root cause of incidents.
  • Support the NOC team in communicating with users regarding incident updates and resolution progress.

IT Management

  • Assist with IT asset management, including tracking inventory, software licenses, and hardware lifecycles.
  • Manage the acquisition and renewal of software licenses, ensuring compliance with licensing agreements.
  • Maintain relationships with IT vendors, negotiating contracts and managing service level agreements (SLAs).
  • Generate reports on IT service performance and identify areas for improvement.
  • Support the implementation of new IT services and technologies.

Required Skills and Qualifications:

Must-Have

  • Proven experience in IT service management, with a focus on change/release management and IT administration.
  • Solid understanding of ITSM principles and experience with ITSM tools (e.g., Jira).
  • Experience with software license management and vendor management.
  • Strong analytical, problem-solving, and troubleshooting skills.
  • Excellent communication and collaboration skills, with the ability to explain complex technical information clearly.
  • Ability to multitask, prioritize, and manage time effectively in a dynamic environment.

Nice-to-Have

  • Practical experience deploying software applications and updates.
  • ITIL Foundation certification.

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