- Location
- Cyberjaya
- Type
- Full-time
- Department
- Customer Service
- Closing date
- Today
- Source
- CareersPage
Description
Key Responsibilities:
- Handle incidents and service requests through ServiceNow or GSN incident management systems.
- Provide application support, troubleshoot technical issues, and coordinate with relevant teams to ensure timely resolution.
- Support IT audit and control processes, ensuring compliance with established IT policies and procedures.
- Perform data analysis and prepare operational reports to support service monitoring and decision-making.
- Coordinate with Product, Development, Administration, and other relevant stakeholders to resolve issues and improve service delivery.
- Analyse workflows and identify opportunities for process improvement and operational efficiency.
- Support Change Management and Problem Management activities in accordance with established IT processes and ITIL best practices.
- Develop, maintain, and update technical documentation, standard operating procedures (SOPs), support guides, and operational runbooks.
- Conduct post-implementation validation and support activities following deployments, system releases, and changes.
- Ensure assigned tasks and business-as-usual (BAU) activities are completed accurately and within agreed timelines.
- Monitor service performance and ensure compliance with established Service Level Agreements (SLAs).
- Maintain regular communication and build strong working relationships with business stakeholders and partners to ensure issues, risks, and improvement opportunities are addressed promptly.
Required Skills and Competencies:
- Strong communication, coordination, and stakeholder management skills.
- Ability to work independently, demonstrate leadership qualities, and learn new systems and processes quickly.
- Creative and innovative mindset, with the ability to identify and implement process enhancements.
- Familiarity with IT service management (ITSM) processes and ITIL best practices.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to manage multiple tasks and prioritise activities to meet operational requirements and SLA commitments.
- Good technical documentation and reporting skills.
Expected Work Results:
- Successfully complete assigned tasks and BAU activities while maintaining operational efficiency, following established IT service management processes, and meeting agreed service levels.
Technical Skills Classification:
- Primary Skill Area: IT Service Management / Application Support
- Primary Technology: ServiceNow / GSN
- Required Proficiency: Advanced
- Secondary Skill Area: Incident, Change and Problem Management
- Secondary Technology: ITIL / ITSM Processes
- Required Proficiency: Advanced
Skills
ServiceNowComplianceChange ManagementITIL