ITSM Tooling & Data Reporting Engineer (Hybrid)
The Access Group
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Benefits offered by this job
Job summary
The Access Group in Kuala Lumpur is seeking an ITSM Tooling Engineer (Data & Reporting Specialist) to drive data-led improvements across IT service delivery. You will manage ITSM tooling, transform service data into actionable insights, and deliver enterprise reporting via Databricks and Power BI.
You will administer Freshservice, develop dashboards, write SQL, manage data flows, and support automation projects in a global environment.
Qualifications
- Fresh service admin experience in ITSM environment.
- Advanced Databricks knowledge including notebooks, Delta tables, pipelines.
- Experience with Evo Builder or similar low-code platforms.
- Data modelling, ETL/ELT and data warehousing expertise.
- Proficiency with BI tools such as Power BI, Tableau or Looker.
- Automation platforms like Power Automate, Workato, Zapier, or BizTalk.
- ITIL Foundation certification and experience in software/IT environments.
- SQL querying skills to extract and analyze data.
- Exposure to data platforms such as Databricks and data warehousing.
Responsibilities
- Administer and enhance Freshservice: workflows, automations, SLA policies, forms, service catalogues.
- Maintain and troubleshoot ITSM platform; handle BAU changes.
- Ensure ITSM ecosystem reliability, scalability and usability.
- Develop and maintain Databricks and Power BI reporting; create dashboards and KPI tracking.
- Write and optimize SQL queries; validate data accuracy and pipelines.
- Manage data integrations between Freshservice, Databricks and other systems.
- Fulfill ad-hoc and recurring reporting requests; support automation projects.
- Identify opportunities to automate processes and reduce manual effort.
- Collaborate with stakeholders; contribute to tooling and automation roadmap.
Skills
Education
Tools
Job description
The Access Group in Kuala Lumpur is seeking an ITSM Tooling Engineer (Data & Reporting Specialist) to drive data-led improvements across IT service delivery. You will manage ITSM tooling, transform service data into actionable insights, and deliver enterprise reporting via Databricks and Power BI.
You will administer Freshservice, develop dashboards, write SQL, manage data flows, and support automation projects in a global environment.
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