Service Management Analyst
Kuala Lumpur, Malaysia
Responsibilities:
Service Management:
- Maintain and manage the company's enterprise ICT service catalogue and global service desk.
- Develop standards and governance framework for enterprise-wide ICT services.
- Lead the development, implementation, and continual improvement of ITIL processes such as Incident, Problem, Change, and Configuration Management.
- Chair the company's Global IT Change Approval Board (CAB) forum, responsible to review and assess Change Requests as per CAB governance.
- Work closely with peers to establish processes and service level objectives that assure system issues are resolved and user concerns are addressed consistent with defined service level expectations.
- Establish standards and matrices of performance, training and development programs, continuous improvement and other practices that assure a strong and efficient service capability with a user experience focus.
- Implement and manage the ITSM platform and be responsible for the deployment and maintenance of the ITIL Service Management systems.
- Measure, manage and continuously improve all aspects of service delivery, including user experience, process effectiveness and efficiency, and assist in communicating expectations and relevant information to the user community.
- Identify trends, anticipate problems, perform root cause analyses, and works with members of the Global IT team to implement preventative measures.
- Familiar with Power BI Desktop reporting, advanced Excel reporting and Power Point presentation.
Financial Management and Planning:
- Budgeting
- Deliver view and report actual cost against budget of each IT service on monthly basis.
- Plan IT expenditures, compare actual costs, predict, and submit accruals to Finance.
- Provide analysis of IT spend plan during budget cycle.
- Provision IT spend guideline for Regional IT to consolidate demand to cater growth and expansion.
- Sourcing and Procurement
- Support sourcing activities.
- Make payment to IT service provider on timely manner in SAP (PR/RO/SES).
- Dispute discrepancies.
- Facilitate payment release and approval as per Limits of Authority.
- Assist Finance pertaining to WHT (Withholding Tax) queries.
- Back-charging
- Identify component of IT cost and provide breakdown of IT chargeback of IT Services and Subscription-based IT Services.
- Calculate costs associated with regional usage based on quantifiable amount of consumption including direct and indirect costs.
- Collaborate with Finance to execute back charge to region on periodic basis.
Requirements:
- Possess a degree in Business Information Technology or relevant qualification.
- Minimum 5 years of relevant experience
- Strong competency on ITIL Framework focusing on Incident Management, Service Request Management and Change & Release Management.
- Experience with sourcing and procurement techniques experience including tender executions and commercial negotiation of IT-related product and services.
- Knowledge of Procurement process and raising PR/RO/SES in SAP S4 HANA would be advantage.
- Advanced Excel skill and knowledge building Power BI report.
- Product knowledge on Microsoft, SAP, Cloud Hosting, enterprise license management, data analytics etc.
- Structured and analytical. Able to perform preliminary assessment and propose solution.
- Strong interpersonal skills and able to communicate with businesses.
- Able to work with IT stakeholders across all regions.
