Senior Engineer (IT Service Management)

ams OSRAM; Bayan Lepas; On-site; MYR 60,000 - 90,000; Full time

Job summary

Jora Malaysia is seeking an ITSM Specialist to oversee IT service management activities, including incident, problem, change, and request management in line with ITIL guidelines.

You will collaborate with IT teams, business users, and external providers, drive service reviews and audits, and support CAB documentation while promoting continuous improvement and automation initiatives.

Qualifications

• Strong understanding of ITIL framework and ITSM best practices with knowledge of governance, risk, compliance, and controls.
• Experience with ITSM platforms such as ServiceNow or BMC Remedy.
• Excellent verbal and written communications skills.
• Strong stakeholder management and negotiation capabilities.
• Analytical mindset with ability to identify trends and drive data-based decisions.
• Facilitation, presentation, and influencing skills.
• Ability to manage multiple priorities independently in a dynamic environment.
• Participate in IT governance and service management awareness sessions.
• Drive regular service reviews, audits, and CAB preparation documentation.
• Collaborate with IT teams, business users, and external service providers.

Responsibilities

• Coordinate incident resolution activities and follow-ups.
• Support Change Advisory Board (CAB) preparation and documentation.
• Participate in root cause analysis and problem management.
• Contribute to ITSM improvement projects and automation initiatives.
• Act as point of contact for senior business stakeholders and customers and manage escalations.
• Help manage user communications during service disruptions and planned maintenance.

Skills

ITIL framework

ITSM

ServiceNow

BMC Remedy

Stakeholder management

Communication

Analytical thinking

Facilitation

Multi-priority management

Automation initiatives

Education

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or related field

Tools

ServiceNow

BMC Remedy

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Strong understanding of ITIL framework and ITSM best practices with Knowledge of service governance, risk management, compliance, and operational controls.
• Experience with industry-leading ITSM platforms, any one of:ServiceNow / BMC Remedy.
• Excellent verbal and written communication skills.
• Strong stakeholder management and negotiation capabilities.
• Analytical mindset with the ability to identify trends, solve complex problems, and make data-driven decisions.
• Strong facilitation, presentation, and influencing skills.
• Ability to work independently while managing multiple priorities in a dynamic environment.
• Participate and Conduct awareness sessions on IT governance and service management best practices.
• Drive regular service reviews and audits.
• Coordinating incident resolution activities and follow-up actions.
• Support Change Advisory Board (CAB) preparation and documentation.
• Participate in root cause analysis discussions and problem management activities.
• Collaborate with internal IT teams, business users, and external service providers.
• Support service review meetings and vendor performance tracking.
• Help manage user communications during service disruptions and planned maintenance activities.
• Participate in ITSM improvement projects and automation initiatives.
• Contribute ideas to improve service quality, operational efficiency, and customer experience.
• Act as point of contact for senior business stakeholders and customers and manage escalations effectively and maintain user satisfaction.
• IT service optimization, automation and lead adoption of best practices.
• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Minimum 3 years of hands‑on experience in IT Service Management (ITSM).
• Demonstrated expertise in one or more of the following disciplines:

• Incident Management
• Problem Management
• Change Management
• Request Management