Impactful Service Quality & ITSM Analyst

Singtel; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading telecommunications firm in Kuala Lumpur is seeking a Service Quality Analyst to oversee IT service management operations and ensure efficiency and stakeholder satisfaction. The role involves monitoring performance, preparing reports, and identifying opportunities for improvement. The ideal candidate should possess a degree in computer science or IT, with hands-on experience in ServiceNow and PowerBI. This position offers career growth and a chance to make a significant impact on service quality.

Qualifications

• Minimum 2-3 years’ experience in the IT industry or managing IT service delivery is a plus.
• Knowledge and hands-on experience in ServiceNow and PowerBI is an added advantage.
• Prior operational experience adopting best ITIL practices.

Responsibilities

• Oversee day-to-day operations to ensure quality and stakeholder satisfaction.
• Prepare and present regular reports on service quality metrics.
• Monitor performance of service delivery by tracking KPIs.

Skills

Degree in Computer Science / IT or equivalent

2-3 years’ experience in IT industry or managing IT service delivery

Knowledge in ServiceNow

Hands-on experience in PowerBI

Excellent with MS Office Suite

Education

Degree in Computer Science / IT or equivalent

Tools

ServiceNow

PowerBI

MS Office Suite

Job description

A leading telecommunications firm in Kuala Lumpur is seeking a Service Quality Analyst to oversee IT service management operations and ensure efficiency and stakeholder satisfaction. The role involves monitoring performance, preparing reports, and identifying opportunities for improvement. The ideal candidate should possess a degree in computer science or IT, with hands-on experience in ServiceNow and PowerBI. This position offers career growth and a chance to make a significant impact on service quality.