Senior IT Service Transition Lead

EPF Malaysia; Petaling Jaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

EPF Malaysia is seeking a Senior Service Transition Analyst to coordinate the end-to-end transition of IT services into production, following ITIL best practices to minimize business disruption and ensure service quality.

The Senior Analyst will collaborate with the Service Transition Manager, Project Management, Service Operations, Service Owners, and Change Management to ensure services are operationally ready, secure, and compliant, with thorough documentation, readiness reviews, and smooth

Qualifications

• Malaysian citizen
• SPM Malay language (oral) or equivalent
• Bachelor's Degree with CGPA ≥3.0 in CS or related field
• 7–10 years IT service experience
• ITIL v3/v4 Foundation certification
• Experience with ITSM tools (ServiceNow, BMC Remedy, Ivanti)
• Certifications in PMP, PRINCE2, or Lean Six Sigma are a plus
• Proficiency in English and Bahasa Malaysia; good interpersonal skills

Responsibilities

• Coordinate end-to-end service transition activities for new or changed IT services.
• Ensure 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 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 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 elevate risks or issues that may impact transition success.
• 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 KPIs such as transition success rate, post-implementation issues, and change compliance.

Skills

ITIL knowledge

Analytical skills

Communication skills

Bilingual English-Bahasa Malaysia

Education

Bachelor's Degree in Computer Science or equivalent

Tools

ServiceNow

BMC Remedy

Ivanti

Job description

EPF Malaysia is seeking a Senior Service Transition Analyst to coordinate the end-to-end transition of IT services into production, following ITIL best practices to minimize business disruption and ensure service quality.

The Senior Analyst will collaborate with the Service Transition Manager, Project Management, Service Operations, Service Owners, and Change Management to ensure services are operationally ready, secure, and compliant, with thorough documentation, readiness reviews, and smooth