Requirements:
· Possess a degree in Computer Science/Information Technology or related fields.
· More than 8 years of experience in managing the development, implementation, practice and maintenance of ITIL-aligned IT Service Management (ITSM) processes.
· Hands-on experience with knowledge in ITSM tools and platforms;
e.g. BMC Remedy, MyIT, SmartIT etc.
· Experience in ITSM setup and configuration and ensure compliance to the current ITSM standards and practice.
· Experience in ITSM platform operational maintenance, including upgrade, patching, maintenance tasks etc.
· Develop ITSM process control and monitor the adherence of the ITSM processes by IT teams.
· Identify and implement the ITSM improvement initiatives to ensure the continued suitability and effectiveness of the processes for IT infrastructure and services.
· Experience in managing IT service catalogue and reviewing service requests; including the implementation and enhancement of catalogue items/service requests in ITSM platform.
· Involve in development and user acceptance testing (UAT) for the new build, enhancement and changes of service requests implementation in ITSM tool.
· Work closely with Automation team on the integration of catalogue, approvals, workflows, etc. in ITSM tool.
· Develop, update and maintain technical/system documentation and standard operational procedures.
· Perform regular review of ITSM Service and process control performance to analyze the ongoing service/operation risks, conformity to ISO/IT security compliance and the progress or effectiveness of the corrective/improvement plans remediation.
· Ensure compliance with IT security standards, policies and procedures.
· Deep understanding of ITIL processes, with experience in an ITIL based environment.
· Excellent written and communication skills.
· Preferably with ITIL certifications.
