ITSM Analyst

Service Management Analyst (ITSM)

Kuala Lumpur, Malaysia

Responsibilities:

Service Management:

• Maintain and manage the company's enterprise ICT service catalogue and global service desk.
• Develop standards and governance framework for enterprise-wide ICT services.
• Lead the development, implementation, and continual improvement of ITIL processes such as Incident, Problem, Change, and Configuration Management.
• Chair the company's Global IT Change Approval Board (CAB) forum, responsible to review and assess Change Requests as per CAB governance.
• Work closely with peers to establish processes and service level objectives that assure system issues are resolved and user concerns are addressed consistent with defined service level expectations.
• Establish standards and matrices of performance, training and development programs, continuous improvement and other practices that assure a strong and efficient service ca...