ITSM with SD

eTeam; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A technology solutions provider in Kuala Lumpur seeks a skilled ITSM Analyst to manage applications like BMC Remedy and Service Now. The role involves incident resolution, routine maintenance, and contributing to ITSM upgrades. Candidates should possess strong analytical and problem-solving abilities, along with excellent communication skills. An ITIL certification is preferred. The company offers a collaborative environment focused on delivering quality IT solutions.

Qualifications

• Experience with ITSM Applications: BMC Remedy, Cherwell, Service Now.
• Strong knowledge of ITSM best practices.
• Strong written and verbal communication skills.

Responsibilities

• Manage and resolve incidents against ITSM applications.
• Perform routine maintenance including performance monitoring.
• Contribute to the planning and execution of ITSM upgrades.

Skills

Analytical skills

Customer service

Problem-solving

Communication

Tools

BMC Remedy

Cherwell

Service Now

Job description

Job Description

• System Design / Configuration / Administration: Site and workflow creation, Form Design, business logic /workflow, user training, user / role / group provisioning and maintenance, backup, restore, issue resolution, and managing system configuration
• Quality assurance testing and user acceptance testing
• Review exception reports from interface feeds (people data)
• Create / Modify Service Management reports
• Perform system Health Check activities
• Interface with ITSM vendor on system upgrades, vulnerabilities and/or emergency changes
• Manages and resolves incidents against ITSM applications
• Performs routine maintenance to include performance monitoring and error identification/remediation
• Contributes to the planning and execution of the ITSM instance upgrade
• Manages Instance Security; including, user and group Access Control Lists
• Continually learn and obtain education for new applications and functionality
• Create templates (Incident, Change etc …)
• Maintain audit frequencies for Knowledge base, self-help documents etc …
• Maintain keyword lists/tables

Analytical/Business

• Demonstrates ability to learn and quickly comprehend new concepts
• Demonstrates strong judgment and decision-making ability
• Passion and ability in providing excellent customer service
• Demonstrates strong logical and technical troubleshooting and problem-solving skills
• Excellent skills and considerable experience with analyzing requirements and developing application designs
• Experience in interfacing with various levels of business users

Miscellaneous

• Excellent communication skills, both verbal and written
• Exhibit high degree of self-management

Job Requirements

• Experience with ITSM Applications: BMC Remedy, Cherwell, Service Now
• Experience with ITSM framework including: Incident, Problem, Change, Request Management, Service Desk, Knowledge, Service, Configuration and Asset Management.
• Strong knowledge of ITSM best practices.
• Experience with Enterprise IT Service Management
• Experience working in an environment with change control processes
• Strong written and verbal communication skills
• Strong planning and organizational skills
• Strong analytical, process-oriented, evaluative, and problem-solving abilities

Additional Preferred Requirements

• ITIL Certification
• Knowledge of SOX IT requirements
• Knowledge of the Defense industry