Senior ITSM & Process Improvement Analyst

PayNet (Payments Network Malaysia); Kuala Lumpur; On-site; MYR 120,000 - 240,000; Full time

Job summary

PayNet (Payments Network Malaysia) seeks an IT Operations/ITSM professional to advance service management and operational excellence in Kuala Lumpur. You will shape IT processes, drive automation, and partner across Engineering, Risk, Audit, and Security to ensure reliable, compliant service delivery.

Join a national-scale infrastructure team focused on resilience, governance, and continuous improvement, delivering measurable improvements in service reliability and efficiency.

Qualifications

• Degree in Computer Science or related field.
• Minimum 5 years of experience in IT Operations, IT Service Management, Project Management, or Process Improvement.
• Strong understanding of ITIL, Agile, Lean, DevOps, and service management principles.
• Experience managing cross-functional initiatives, projects, risks, incidents, and stakeholders.
• Excellent communication, analytical, problem-solving, and documentation skills.

Responsibilities

• Analyze, design, document, and improve IT operational processes and workflows.
• Facilitate collaboration across Engineering, Risk, Audit, CISO, and business teams to implement process improvements.
• Drive ITSM practices, service management processes, ticketing tool governance, and service-level monitoring.
• Participate in incident reviews, risk assessments, and post-mortem reporting to improve operational resilience.
• Manage internal team projects, while manage enterprise project risks, and ensure compliance implementation of technology initiatives.

Skills

ITIL

Agile

Lean

DevOps

Project management

Stakeholder management

Incident management

Communication

Documentation

Problem solving

Education

Bachelor's degree in Computer Science

Tools

JIRA

ServiceNow

Microsoft Project

Job description

PayNet (Payments Network Malaysia) seeks an IT Operations/ITSM professional to advance service management and operational excellence in Kuala Lumpur. You will shape IT processes, drive automation, and partner across Engineering, Risk, Audit, and Security to ensure reliable, compliant service delivery.

Join a national-scale infrastructure team focused on resilience, governance, and continuous improvement, delivering measurable improvements in service reliability and efficiency.