Data Analysis jobs in Malaysia

Empowering YOU – to break new ground!

As part of the global NTT DATA Group, one of the top 5 IT service providers worldwide, we specialize in value-added SAP solutions. At NTT DATA Business Solutions, our focus is SAP Consulting, SAP Development, Managed Cloud Services, and Application Management Services (AMS) & Technology. Across the globe, we support customers in their digital transformation from start to finish.

OUR RECIPE FOR SUCCESS: DIVERSITY, OPENNESS, RESPECT, AND TOGETHERNESS.

With more than 13,000 employees from 64 nations in over 29 countries, our diverse workforce reflects our values. People are and will always be vital to our mission, playing a decisive role in everything we do.

ARE YOU READY TO BREAK NEW GROUND?

Location: Malaysia

What makes us special:

• Team-oriented corporate culture, collaboration as equals and steady knowledge transfer
• Family-friendliness (e.g. Childcare Center, paternity and maternity leave)
• Diversity & Inclusion (e.g., various initiatives & communities)
• Flexible working hours – depends on team and department
• Inhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub, and certification opportunities
• Company health benefits (e.g. Medical Insurance for family member, Health Insurance, Optical and Dental Benefits, parking)

Do you love challenges?

The Service Improvement Specialist under the Innovation & Optimization team plays a critical role within the Customer Care Services team, focusing on enhancing the effectiveness and efficiency of ticket management and First-Level support operations. This role is responsible for driving continuous service improvement initiatives by identifying trends, analyzing performance data, and implementing process enhancements. The ideal candidate combines strong analytical acumen, service management expertise, and a proactive mindset to elevate the end-user experience and operational excellence.

Key Responsibilities:

1. Service and Ticket Management Optimization
   • Analyze ticket trends, volumes, and resolution times to identify recurring issues and areas for process improvement.
   • Develop strategies to reduce ticket backlog, improve ticket routing accuracy, and enhance resolution quality.
   • Collaborate with support teams to streamline ticket triage and escalation processes.
   • Define and track KPIs for ticket handling performance across first-level support.
2. First-Level Support Process Improvement
   • Review current First-level support workflows to identify bottlenecks and automation opportunities.
   • Implement knowledge management improvements to enhance first-call resolution (FCR) rates.
3. Analytical & Strategic Insight
   • Use data analytics to monitor support performance, identify pain points, and drive continuous improvement.
   • Create dashboards and regular reports on support trends, service performance, and improvement impact.
   • Leverage root cause analysis (RCA) to address systemic issues and implement preventive measures.
   • Support capacity planning by analyzing ticket inflow patterns and workforce efficiency.
4. Cross-Functional Collaboration & Innovation
   • Partner with IT, operations, and business units to co-create service improvement strategies.
   • Facilitate workshops and retrospectives to gather insights and foster a culture of innovation.
   • Lead initiatives that automate repetitive tasks and optimize support team workflows using technology.
   • Act as a change agent to ensure adoption of improvement initiatives across support functions.

Convince us with your potential!

• Bachelor’s degree in computer science, Information Technology, or related field
• ITIL certification (Foundation level or higher) preferred
• Minimum of 5 years working experience in IT, Information Technology
• Proven experience in innovation management, process improvement or related fields.
• Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong analytical skills with the ability to gather, analyze and interpret data from multiple sources.
• Possess excellent communication and stakeholder management skills with the ability to effectively communicate complex technical issues to non-technical stakeholders (written and verbal)
• Knowledge of relevant tools and methodologies for innovation and process optimization (e.g Lean Six Sigma)
• Able to adapt to a process-oriented mindset in a Global environment
• Flexible to work outside regular business hours and participate in on-call rotations if needed.
• Required language(s): English.
• Applicants must be willing to work in Cyberjaya

Do you have questions?

We look forward to receiving your complete application documents stating your earliest start date.

Get empowered by NTT DATA Business Solutions!

Norshafina Zainuddin

Tel.:
E-Mail: sol-my-bu-hr-talentmgmt@bs.nttdata.com

We transform SAP solutions into Value