IT Service Management Analyst – SLA & ITIL Focus

Bridgenet Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Bridgenet Solutions Sdn Bhd in Kuala Lumpur is seeking a capable ITSM specialist to ensure services meet SLAs and support transitions. The role involves producing monthly SLA, incident, and trend reports, and driving continual service improvement through KPI tracking and root-cause analysis.

Fresh graduates may apply for junior roles, while seniors with 5+ years of relevant experience are welcome for senior positions. Strong Excel, Power BI, and stakeholder management skills are essential.

Qualifications

• Bachelor’s degree or diploma in IT/ CS or equivalent.
• Familiar with ITIL processes and ITSM tool proficiency.
• CMDB knowledge is an added advantage.
• Strong data analysis and KPI reporting capability.

Responsibilities

• Ensure managed ITSM services are delivered to agreed SLAs.
• Support service transition such as onboarding, knowledge transfer, and process readiness.
• Produce monthly SLA, incident, and trend reports for customer management.
• Drive quality management through ticket audits, root-cause reviews, KPI tracking and continual service improvement plans.
• Duties to vary upon project or operations.

Skills

ITSM

ITIL

SLA Management

Data Analysis

Power BI

Excel Advanced

Stakeholder Management

Communication

Dashboarding

Education

Bachelor’s degree in Information Technology, Computer Science

Diploma in Information Technology

Tools

CMDB

ITSM tools

Job description

Bridgenet Solutions Sdn Bhd in Kuala Lumpur is seeking a capable ITSM specialist to ensure services meet SLAs and support transitions. The role involves producing monthly SLA, incident, and trend reports, and driving continual service improvement through KPI tracking and root-cause analysis.

Fresh graduates may apply for junior roles, while seniors with 5+ years of relevant experience are welcome for senior positions. Strong Excel, Power BI, and stakeholder management skills are essential.