IT Service Management
Service Management Functional Consultant
As a functional analyst, your responsibility will include using data analytics to assess processes, determine requirements and deliver data-driven recommendations and reports to executives and stakeholders.
About the Role
- Writing user stories for IT Service Management process configuration (Incident Management, Problem Management, Change Management, Service Level Management) in-service management tools. Writing test scripts and facilitating User Acceptance Testing (UAT) with client stakeholders.
- Designing and tailoring of Service Level Management processes and procedures considering measurement reporting solutions, addressing tools, ITIL processes, standards, scalability and sustainability.
- Designing and implementing of continuous service improvement methodologies.
- Conducting analysis of complex, contractual requirements and designing appropriate SLA definitions and reporting solutions.
- Conducting analysis of complex, contractual requirements and designing appropriate SLA definitions and reporting solutions.
- Ensuring alignment of solutions with process team and service management tools, Delivery Teams, Client and Service Providers.
- Facilitation of due diligence with potential clients, client workshops, interviews and presentations to drive Stakeholders to drive consensus on solutions and issues.
- Consulting on ITIL and service management best practices.
- Participation on large scale transformation projects.
- Leading small/medium projects.
Requirements
- 3-5 years relevant experience in large scales digital transformation is essential.
- Strong analytical, critical, creative thinking and stakeholder management skills.
- Good written and oral communication skills in English & Bahasa Melayu.
- Intermediate skills in Excel and PowerPoint are preferable.
