IT Service Transition Senior Analyst

EPF Malaysia; Petaling Jaya; On-site; MYR 90,000 - 120,000; Full time

Job summary

EPF Malaysia is seeking a Senior Service Transition Analyst to coordinate end-to-end IT service transitions into production, ensuring readiness, documentation, and BAU handovers align with ITIL practices. You will collaborate with Project Management, Service Operations and Change teams to deliver secure, compliant services with minimal disruption.

The role requires 7–10 years in IT service environments, a Bachelor’s degree in Computer Science or equivalent with CGPA ≥3.0, and Malaysian

Qualifications

• Malaysian citizen required.
• Malay Language subject with SPM level or equivalent.
• Bachelor’s Degree with Honors in Computer Science or equivalent, CGPA ≥3.0.
• 7–10 years of IT service environment experience.
• Experience with ITIL—Service Transition, Change, Release or Operations.

Responsibilities

• Coordinate end-to-end service transition activities for new or changed IT services.
• Ensure transition plans, acceptance criteria, and documentation are completed before go-live.
• Support development of transition checklists, templates, and readiness reports.
• Ensure transitions align with ITIL best practices and governance standards.
• Coordinate Service Onboarding with PMs, Service Owners, and Change Managers to ensure BAU readiness.
• Assist in service readiness reviews and handover to Service Operations.
• Monitor deployment readiness and update risk assessments and documentation.
• Contribute to post-implementation reviews and lessons learned.
• Identify process improvements across the Service Transition lifecycle.

Skills

ITIL knowledge

IT service management

Education

Bachelor’s Degree in Computer Science or equivalent

CGPA 3.0 requirement

Job description

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 escal…?
• 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)