IT Application Support Analyst 2597

User Experience Researchers Pte Ltd; Cyberjaya; Hybrid; MYR 72,000 - 144,000; Full time

Job summary

User Experience Researchers Pte Ltd in Malaysia (Cyberjaya) is seeking an IT Service Management specialist to manage incidents and service requests using ServiceNow or GSN, ensuring timely resolution and ITIL-compliant operations.

You will coordinate with Product, Development, Administration, and other stakeholders, develop and maintain SOPs, and monitor SLAs to improve service delivery and operational efficiency.

Qualifications

• Strong communication, coordination, and stakeholder management skills.
• Ability to work independently, learn new systems quickly, and demonstrate leadership.
• Creative and innovative mindset to implement process enhancements.
• Familiarity with ITSM processes and ITIL best practices.
• Strong analytical, troubleshooting, and problem-solving skills.

Responsibilities

• Handle incidents and service requests through ServiceNow or GSN incident management systems.
• Provide application support, troubleshoot technical issues, and coordinate with relevant teams for timely resolution.
• Support IT audit and control processes, ensuring compliance with IT policies and procedures.
• Perform data analysis and prepare operational reports to support service monitoring and decision-making.
• Coordinate with Product, Development, Administration, and 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 line with ITIL processes.
• Develop, maintain, and update technical documentation, SOPs, support guides, and runbooks.
• Conduct post-implementation validation and support after deployments and changes.
• Ensure BAU tasks and deadlines are met and SLAs are adhered to.
• Maintain communication with business stakeholders to address issues and risks promptly.

Skills

Stakeholder management

ITIL / ITSM

ServiceNow / GSN

Analytical thinking

Documentation

Communication

Job 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