Client Industry: Software Company

Location: Mid Valley

Key Responsibilities:

• Design and maintain ITSM processes including Incident, Problem, Change, and Request Management.
• Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Coordinate with IT support teams and vendors to resolve service issues and improve response times.
• Develop and maintain service documentation, knowledge base articles, and process guides.
• Conduct root cause analysis and implement corrective actions for recurring issues.
• Support service reviews, audits, and compliance activities.
• Drive continuous improvement initiatives to enhance service delivery and user satisfaction.
• Provide training and guidance to IT staff on ITSM processes and tools.
• Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management.

Key Requirements:

• Bachelor’s degree in information technology, Computer Science, or related field.
• 3–7 years of experience in IT service management or IT operations roles.
• ITIL certification (Foundation or higher) is preferred.
• Experience in a global enterprise environment is beneficial.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar.

If you are interested in this position, you may apply directly by clicking “Apply” button directly or you may apply through our website https://eps.my/jobseekers/