Deskripsi Pekerjaan
We are seeking a strategic and analytical Manager I, Service Management Solution to join our high-performing Service Management Office in Petaling, Selangor. In this pivotal role, you will act as the bridge between business requirements and technical solution delivery. Reporting directly to the Senior Manager, you will lead the Business Analysis function, ensuring that our service management frameworks are optimized for efficiency, scalability, and business growth.
The successful candidate will be a catalyst for change, driving continuous improvement initiatives and ensuring that our IT service delivery aligns perfectly with organizational objectives. You will manage complex stakeholder relationships, facilitate requirements gathering, and oversee the successful implementation of service management solutions that empower our internal and external stakeholders.
Tanggung Jawab
- Lead and oversee the Business Analysis function within the Service Management Office.
- Translate complex business needs into actionable technical requirements and service solutions.
- Facilitate cross-departmental workshops to identify process gaps and efficiency opportunities.
- Collaborate with technical teams to ensure seamless implementation of ITSM tools and workflows.
- Develop comprehensive documentation, including functional specifications, process flows, and user manuals.
- Monitor and analyze service performance metrics to drive data-informed decision-making.
- Manage stakeholder expectations and provide regular reporting to senior leadership on project milestones.
Kualifikasi
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Minimum 5-7 years of experience in Business Analysis or Service Management roles.
- Strong understanding of ITIL frameworks and ITSM best practices.
- Proven ability to translate business objectives into technical service solutions.
- Excellent communication and stakeholder management skills with the ability to influence at all levels.
- Proficiency in project management methodologies (Agile, Waterfall, or Lean).
- Analytical mindset with high attention to detail and ability to troubleshoot process inefficiencies.
- Relevant professional certifications (e.g., ITIL Foundation/Expert, CBAP, PMP) will be highly regarded.