IT Service Transition Senior Analyst

EPF Malaysia; Petaling Jaya; In loco; MYR 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

EPF Malaysia is seeking a Senior Service Transition Analyst to coordinate the end-to-end transition of IT services into production, following ITIL best practices to minimize business disruption and ensure service quality.

The Senior Analyst will collaborate with the Service Transition Manager, Project Management, Service Operations, Service Owners, and Change Management to ensure services are operationally ready, secure, and compliant, with thorough documentation, readiness reviews, and smooth

Competenze

• Malaysian citizen
• SPM Malay language (oral) or equivalent
• Bachelor's Degree with CGPA ≥3.0 in CS or related field
• 7–10 years IT service experience
• ITIL v3/v4 Foundation certification
• Experience with ITSM tools (ServiceNow, BMC Remedy, Ivanti)
• Certifications in PMP, PRINCE2, or Lean Six Sigma are a plus
• Proficiency in English and Bahasa Malaysia; good interpersonal skills

Mansioni

• Coordinate end-to-end service transition activities for new or changed IT services.
• Ensure transition plans, service acceptance criteria, and documentation are completed prior to go-live.
• Support the development and maintenance of transition checklists, templates, and readiness assessment reports.
• Ensure transitions are aligned with ITIL best practices and internal governance standards.
• Coordinate the Service Onboarding activities with Project Managers, Service Owners, 2nd Level Support Teams, and Change Managers to ensure services are ready for production and BAU operation.
• Support the Service Transition Manager in conducting service readiness reviews.
• Validate that operational support models, escalation paths, and service documentation are in place before deployment.
• Ensure proper handover of new or changed services to Service Operations (BAU).
• Maintain records of operational acceptance, signoffs, and lessons learned.
• Assist in the preparation and execution of CAB meetings by coordinating documentation to ensure all change-related documentation is complete and accurate.
• Monitor change requests and ensure deployment readiness according to approved release plans.
• Support the implementation of normal and emergency (E-CAB) change processes as required.
• Work closely with Project Managers, Service Owners, Developers, and Support Teams to align transition schedules and deliverables.
• Facilitate communication between project and operations teams to ensure smooth service introduction.
• Track and elevate risks or issues that may impact transition success.
• Contribute to post-implementation reviews and lessons-learned exercises.
• Identify areas for process improvement within the Service Transition lifecycle.
• Stay up to date with ITIL, Agile, and DevOps practices to recommend enhancements in transition methodology.
• Maintain accurate documentation of transition activities, approvals, and risk assessments.
• Support reporting on KPIs such as transition success rate, post-implementation issues, and change compliance.

Conoscenze

ITIL knowledge

Analytical skills

Communication skills

Bilingual English-Bahasa Malaysia

Formazione

Bachelor's Degree in Computer Science or equivalent

Strumenti

ServiceNow

BMC Remedy

Ivanti

Descrizione del lavoro

The Senior Service Transition Analyst is responsible for supporting and coordinating the transition of new or modified IT services into the production environment in accordance with ITIL best practices. This role ensures that all transition activities - including planning, readiness assessment, documentation, and operational handovers are executed effectively to minimize business disruption and ensure service quality.

The Senior Analyst will work closely with the Service Transition Manager, Project Management, Service Operations, Service Owners, and Change Management teams to ensure successful delivery of IT projects and services that are operationally ready, secure, and compliant with organizational policies.

JOB RESPONSIBILITIES

• Coordinate end-to-end service transition activities for new or changed IT services.
• Ensure all transition plans, service acceptance criteria, and documentation are completed prior to go-live.
• Support the development and maintenance of transition checklists, templates, and readiness assessment reports.
• Ensure transitions are aligned with ITIL best practices and internal governance standards.
• Coordinate the Service Onboarding activities with Project Managers, Service Owners, 2nd Level Support Teams, and Change Managers to ensure services are ready for production and business-as-usual (BAU) operation.
• Support the Service Transition Manager in conducting service readiness reviews.
• Validate that operational support models, escalation paths, and service documentation are in place before deployment.
• Ensure proper handover of new or changed services to Service Operations (BAU).
• Maintain records of operational acceptance, signoffs, and lessons learned.
• Assist in the preparation and execution of Change Advisory Board (CAB) meetings by coordinating documentation to ensure all change-related documentation is complete and accurate.
• Monitor change requests and ensure deployment readiness according to approved release plans.
• Support the implementation of normal and emergency (E-CAB) change processes as required.
• Work closely with Project Managers, Service Owners, Developers, and Support Teams to align transition schedules and deliverables.
• Facilitate communication between project and operations teams to ensure smooth service introduction.
• Track and elevate risks or issues that may impact transition success.
• Contribute to post-implementation reviews and lessons-learned exercises.
• Identify areas for process improvement within the Service Transition lifecycle.
• Stay up to date with ITIL, Agile, and DevOps practices to recommend enhancements in transition methodology.
• Maintain accurate documentation of transition activities, approvals, and risk assessments.
• Support reporting on key performance indicators (KPIs), such as transition success rate, post-implementation issues, and change compliance.
• Ensure all service transition activities comply with internal IT governance and security policies.

QUALIFICATIONS

• Must be a Malaysian citizen.
• Passed the Malay Language subject, including the oral test, at the Sijil Pelajaran Malaysia (SPM) level or an equivalent qualification recognized by the Government.
• Possess a Bachelor's Degree with Honors in Computer Science or an equivalent qualification, with a minimum CGPA of 3.0, from a local or international institution recognized by the Government.
• Must have experience working in an IT service environment within a complex and diverse organization.
• Minimum of 7 - 10 years of experience working in a service environment where ITIL service management principles and processes (Service Transition, Change, Release, or Operations) are implemented.
• Previous experience in a customer-facing role or Shared Services Environment is an added advantage.
• Must have ITIL-based experience and hold an ITIL v3/v4 Foundation certification.
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, Ivanti, or equivalent is required.
• Possession of certifications in PMP, PRINCE2, or Lean Six Sigma is an added advantage.
• Strong understanding of Service Desk and Service Management functions.
• Excellent analytical and problem-solving skills.
• Proficient in writing, editing, proofreading, and speaking in both English and Bahasa Malaysia, with strong interpersonal skills.
• Able to communicate effectively (both verbal and written) in a professional manner with technical and non-technical personnel.
• Capable of working productively in environments with limited resources.
• A self-starter who can multitask and work well in a team environment.
• Flexible and adaptable, with the ability to work in ambiguous situations.
• Experience in Service Management or Service Readiness environments.
• Sufficient technical background to understand various system architectures and the impact of new technologies; experience with enterprise-level applications is an advantage.

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.