SOC ITIL Specialist

Commerz Global Service Solutions; Petaling Jaya; On-site; MYR 100,440 - 167,400; Full time

Job summary

Commerz Global Service Solutions in Malaysia seeks an ITIL/ITSM Specialist to oversee Change, Incident and ITSCM controls, ensuring accuracy of ServiceNow tickets and compliance.

You will collaborate with ITIL and ServiceNow teams, maintain SharePoint content, and drive cross‑team process harmonization, with English as the project language.

Qualifications

• Practical experience in ITIL (Incident, Change, Problem and IT Service Continuity Management).
• Basic theoretical and practical experience in ITIL and service management processes
• Demonstrated IT experience
• Ideally also practical implementation experience with ServiceNow
• Good problem‑solving competence
• High level of responsibility and teamwork
• Good communication and analytical skills
• Good collaboration skills to work effectively with other teams and end‑users
• The project language is English, both spoken and written

Responsibilities

• Act as gatekeepers and quality assurance authorities for Change and Problem tickets in ServiceNow, ensuring plausibility and correctness.
• Oversee IT emergency concepts and IT test protocols, and escalate compliance violations.
• Collaborate with the ITIL team and stakeholders; align SharePoint content and harmonize cross‑team processes.
• Perform controls on Change and Problem tickets; ensure processing is correct and sustainable.
• Conduct Business Impact Analysis for GS-Technology Foundation.
• Direct participating units of Commerzbank
• Provide IT continuity management oversight and reporting.

Skills

ITIL

ITSCM

Change and Incident Management

Analytical skills

Communication

Team collaboration

English language

Tools

ServiceNow

SharePoint

Job description

Responsibilities

• The SOC ITIL and ITSCM functions will act as gatekeepers and quality assurance authorities for Change and Problem tickets in ServiceNow, ensuring their plausibility and correctness. Another primary responsibility is the oversight and control of IT emergency concepts and IT test protocols, as well as the escalation of any identified compliance violations.
• This position requires close collaboration with the ITIL team and other relevant stakeholders, particularly in the alignment and maintenance of SharePoint content, coordination with the ServiceNow team, and the harmonization of cross‑team processes.

Working hours: 09:00 am to 06:00 pm (local time / KL time), Mon to Fri.

Key Activities

• Perform controls on Change and Problem tickets; ensuring that they are processed correctly and in a sustainable manner.

IT Service Continuity Management

• Perform the Business Impact Analysis for GS-Technology Foundation
• Directing the participating units of Commerzbank
• Evaluation of the results
• Perform controls on emergency plans and their test reports, escalations in the event of compliance violations

Specialist Knowledge (work experience, further qualifications)

Qualifications/Skills

Requirements & Qualifications

• Practical experience in ITIL (Incident, Change, Problem and IT Service Continuity Management).
• Basic theoretical and practical experience in ITIL and service management processes
• Demonstrated IT experience
• Ideally also practical implementation experience with ServiceNow
• Good problem‑solving competence
• High level of responsibility and teamwork
• Good communication and analytical skills
• Good collaboration skills to work effectively with other teams and end‑users
• The project language is English, both spoken and written

Additional Skills

• Strong customer and service orientation with professional demeanor.
• Independent, innovative, and solution‑oriented working style.
• Skilled in preparing high‑quality documentation (e.g. reports, SharePoint content).
• Proven ability to monitor and analyze IT tools to improve support performance.