ITSM & Service Management Specialist

Maltem Asia-Pacific; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Maltem Asia in Singapore is seeking an ITSM & Service Management Specialist to support the implementation, maintenance and improvement of IT Service Management processes across the client’s environment.

You will monitor incident workflows, track SLAs and metrics, collaborate with helpdesk and infrastructure teams, and contribute to dashboards and service reports while driving continual service improvement.

Qualifications

• IT service management qualification or equivalent experience.
• Experience in ITSM, service delivery and incident management.
• Knowledge of ITIL and IT service management processes.
• Experience using ITSM platforms and reporting tools.
• Ability to analyse operational data, service metrics and incident trends.
• Strong stakeholder management and communication skills.

Responsibilities

• Support the implementation, maintenance and improvement of IT Service Management processes.
• Manage and monitor incident, service request, problem and escalation workflows.
• Track service level agreements (SLAs), response times, resolution times and ticket backlogs.
• Analyse incident trends, recurring issues and service performance metrics.
• Coordinate root cause analysis and follow up on corrective and preventive actions.
• Support knowledge management and maintain accurate process documentation.
• Prepare operational dashboards, service reports and management updates.
• Identify opportunities to improve first-contact resolution, reduce recurring incidents and enhance user satisfaction.
• Coordinate service review meetings and track agreed improvement actions.
• Support ITSM system enhancements and process automation initiatives.
• Collaborate with helpdesk, network, endpoint security and infrastructure teams to improve service delivery.

Skills

ITIL knowledge

ITSM

Incident management

Reporting tools

Data analysis

Stakeholder management

Documentation

Communication

Education

Relevant IT qualification

Tools

ITSM platforms

Reporting tools

Job description

Maltem Asia is currently seeking an ITSM & Service Management Specialist for our client in the Education domain.

Key Responsibilities

• Support the implementation, maintenance and improvement of IT Service Management processes.
• Manage and monitor incident, service request, problem and escalation workflows.
• Track service level agreements (SLAs), response times, resolution times and ticket backlogs.
• Analyse incident trends, recurring issues and service performance metrics.
• Coordinate root cause analysis and follow up on corrective and preventive actions.
• Support knowledge management and maintain accurate process documentation.
• Prepare operational dashboards, service reports and management updates.
• Identify opportunities to improve first-contact resolution, reduce recurring incidents and enhance user satisfaction.
• Coordinate service review meetings and track agreed improvement actions.
• Support ITSM system enhancements and process automation initiatives.
• Collaborate with helpdesk, network, endpoint security and infrastructure teams to improve service delivery.

Requirements

• Relevant IT qualification or equivalent experience in IT service management.
• Experience in ITSM, service delivery, incident management or service operations.
• Knowledge of ITIL principles and IT service management processes.
• Experience using ITSM platforms and reporting tools.
• Ability to analyse operational data, service metrics and incident trends.
• Strong stakeholder management, documentation and communication skills.