Service Assurance Analyst

24 hours ago

Cyberjaya, Selangor, Malaysia Mars Consulting Full time

We are hiring:
Service Assurance Analyst

The Service Assurance Analyst is an IT operations role within Shell Enterprise Technology (Connectivity SOM).

The role supports Connectivity services by ensuring accurate CMDB configuration change submissions to CQAT, covering data and voice circuits, communication devices, network equipment, PABX, locally supplied devices, and SIM cards.

Key Responsibilities

  • Act as the first point of contact for CMDB change requests and queries related to IT Connectivity services.
  • Create configuration change requests based on defined criteria and raise incidents following Shell IT Configuration processes.
  • Route CMDB queries to Connectivity Configuration Managers or ITIL Analysts.
  • Coordinate with project managers, support teams, and suppliers to ensure smooth device onboarding into CMDB.
  • Liaise with Configuration Item owners and CQAT to resolve queries and obtain approvals.
  • Track and manage requests efficiently and provide weekly status reports.
  • Monitor CMDB data quality, submit corrective change requests, support automation testing, and investigate automation issues.

Challenges

  • Working in a global virtual team across time zones, with possible off-hours support.
  • Managing multiple priorities and cross-functional stakeholders.
  • There will be conflicting priorities that will need to be carefully managed.
  • Collaboration with multiple, cross discipline and cross organizational stakeholders.

Requirements

  • 5–8 years of corporate IT experience.
  • Experience with ITIL Configuration Management and ServiceNow Configuration module.
  • Networking knowledge preferred.
  • Strong Excel, analytical, and problem-solving skills.
  • Experience working in global virtual teams.
  • Strong communication, attention to detail, and teamwork mindset.

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