ITSM Service Management Specialist

SEEK; Kuala Lumpur; Hybrid; MYR 75,000 - 120,000; Full time

Job summary

SEEK recherche un professionnel pour rejoindre son équipe de Gestion de Services, axé sur l'adoption et l'amélioration des processus ITSM au sein de l'organisation APAC. Vous jouerez un rôle critique en collaborant avec divers équipes pour garantir des services efficaces et en soutenant l'adoption de ServiceNow, tout en conduisant des améliorations continues.

Benefits

Extended employee benefits

Hybrid work mode

Work life balance

Permanent position

Qualifications

• Expérience en amélioration des processus ITIL dans une grande organisation.
• Compréhension des concepts de technologie agnostiques, comme le cloud computing et l’architecture d'entreprise.
• Capacité à travailler dans des équipes d'assistance technique ou d'ingénierie.

Responsibilities

• Développer et mettre en œuvre des processus ITSM à travers l'APAC.
• Fournir un support après les heures pour les processus critiques.
• Construire des rapports et des tableaux de bord pour démontrer la performance des services.

Skills

ITIL processes

ServiceNow

Agile practices

Data analysis

Job description

Company Description

About SEEK

SEEK operates market-leading online employment marketplaces, including Jobstreet and Jobsdb in Asia. SEEK has been helping people live more fulfilling and productive working lives and helping organisations succeed for over 25 years.

Founded and headquartered in Melbourne, Australia, SEEK has grown into a multinational technology company with over 3,300 employees and is listed on the Australian Securities Exchange.

SEEK’s presence spans Australia, New Zealand, Hong Kong, Indonesia, Malaysia, the Philippines, Singapore and Thailand. Additionally, SEEK has minority investments in employment marketplaces in China, South Korea and Bangladesh.

SEEK develops and applies innovative data and technology tools to facilitate high-quality matching and improve reliability of marketplace information.

In 2021, 2022, 2023 and 2024, SEEK was recognised as one of Australia’s Top Ten Places to Work in Technology in the AFR BOSS Best Places to Work awards. SEEK was also named a 5-Star Employer of Choice by HRD Asia in 2024 and won four accolades at TalentCorp’s Life at Work Awards 2023 in Malaysia.

Job Description

The Role

SEEK recently implemented the ServiceNow platform and extended its existing Service Management capabilities by demonstrating the platform’s ITSM and ITOM modules across the Asia Pacific organisation. In parallel, SEEK is undertaking several technology and business consolidation initiatives under the broader Unification Program.

As a member of the Service Management team, your role is required to drive the adoption, execution and continual improvement of key operational processes for all SEEK APAC.

Depending on your team speciality, you will drive the adoption and improvement of two or more ITSM processes, such as Incident, Problem, Knowledge, Configuration, Change, Asset, Availability.

Key Responsibilities

• Develop and implement ITSM processes across APAC Seek and drive continuous improvement to deliver measurable business outcomes
• Partner with engineering, operations, infrastructure, business and security teams to resolve issues and ensure services are efficient
• Provide out of hours support for critical processes, such as Major Incident Management
• Build reports and dashboards to demonstrate process health and Service performance
• Champion difficult conversations with resolver teams, leaders and Service Owners, relating to Service performance, data quality and/or efficiency
• Ensure the interlocks between ITSM, technology and business processes are understood and executable, e.g., Crisis Management, Disaster Recovery, BCP
• Be data curious. Demonstrate the ServiceNow platform to derive organisation insight and motivate change
• Be an ambassador for Service Management and ServiceNow, by sharing expertise, artefacts and insights that improve the operational effectiveness of SEEK
• Ensure the data and process quality within ServiceNow meets expected standards (pushing through source data issues, behaviour challenges or data integrity)
• Stay abreast of Service Management and ServiceNow trends, as well as industry standard methodology, to ensure SEEK’s operational capability is current and scalable to support future growth.

Qualifications

Essential Qualifications, Skills and Experience

• Experience executing, governing and improving ITIL processes in a medium to large size organisation
• Hands-on experience using ServiceNow reports and dashboards as an extreme ITIL user
• A broad understanding of platform agnostic technology concepts, such as databases, enterprise architecture, cloud computing, monitoring and alerting, APIs etc.
• Expertise working in customer support, production support, or in a technology engineering team
• A full grasp of software development concepts such as requirements gathering, detailed design, multi-phase testing, CI/CD, developing ops practices etc.
• A track record of self-learning and curiosity with new tools, techniques and industry trends
• Understanding of ITIL concepts and process, and the ability to flex so they ‘fit for Seek’

Other Qualifications, Skills and Experience

• Agile experience and a solid understanding of Jira and scrum practices

Additional Information

The Team

The Service Management team comprises of 15 – 25 individuals, some located offshore, delivering the capabilities required to support over 4,000 SEEKers. By leading key ITSM processes, the ServiceNow platform and associated reporting, this team ensures that SEEK’s operations continue to mature and deliver on SEEK’s ambitions.

Several individuals in the team will hold this role, with differing areas of focus. This role will report to a Service Management Lead.

Why SEEK!

• Extended employee benefits
• Hybrid work mode
• Mature and collaborative working culture
• Work life balance
• Permanent position

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific supportor adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.