Kerja Sepenuh Masa, ITIL Coordinator (Service Quality and Improvement) di Kumpulan Wang Simpanan Pekerja (KWSP) Selangor - Maukerja

• Must be a Malaysian citizen.

• Passed the Bahasa Malaysia Language subject including the oral test at Sijil Pelajaran Malaysia (SPM) level, or an equivalent qualification recognized by the Government.

• Possess a bachelor’s degree with Honors in Computer Science or an equivalent qualification from a local or international institution of higher learning recognized by the Government, with a minimum CGPA of 3.0.

• Minimum of 4 - 7 years' experience working in an IT service environment within a complex and diverse organization

• Must have at least basic ITIL experience and hold an ITIL v3 or v4 Foundation certification.

• Familiar with ISO 9001 Standard, ISO/IEC 20000-1 IT Service Management, and other relevant ISO/IEC certifications, with a proven history in ISO compliance.

• Ability to communicate effectively (both verbal and written) in a professional manner with technical and non-technical personnel.

• Able to work productively in an environment with potentially limited resources.

• A self-starter who can work well in a team environment.

• Flexible and adaptable, with the ability to work in ambiguous situations.

• Possesses sufficient technical background to understand different system architectures and the impact of new technologies; experience with enterprise-level applications is an advantage.

• Excellent writing, editing, proofreading, and speaking skills in both English and Bahasa Malaysia, along with strong interpersonal skills.

• Proficient in Microsoft Excel.

The Service Quality and Improvement Analyst (ITIL Coordinator) is the Coordinator on ITIL ISO/IEC 20000: 2018 IT Service Management.

ISO/IEC 20000: 2018 IT Service Management:

• Coordinate the ISO/IEC 20000: 2018 IT Service Management (ITSMS ISO 20000:2018).

• As the coordinator, you will work alongside your lead, the Service Management and Service Owner teams to ensure the compliancy of ISO 20000:2018 is met and in line with key deliverables.

• Coordinate internal and external (ISO20K) audit activity and take in charge of KPI ITIL related reports, BAU and meetings of the ITSMS processes related to ISO20K audit and compliance.

• Compile list of outstanding ISO20K audit finding by internal and external auditors and follow up with the action owners on the resolution and evidence collection.

• Update the 'Audit Master list' for every Corrective Action/Preventive Action (PA/PP) generated in all ISO20K audits conducted by internal and external auditors.

• Compile all DTD feedback on the Notification Report on All PA/PP ISO20K by internal and external auditors quarterly.

• Ensure issues and gaps highlighted by internal and external auditors being track and resolved.

Service Quality:

• Assist the Service Quality and Improvement team.

• Coordinate on implementing and maintaining IT service quality standards, analysing performance metrics, identifying areas for improvement and driving continuous service improvement initiatives.

• Coordinate and maintain IT service quality standards and processes in alignment with ITIL (Information Technology Infrastructure Library) best practices.

• Casual attire
• Hot desk environment
• Nearby LRT (KLCC), MRT (Conlay & Bukit Bintang) & Monorail (Raja Chulan)
• Statutory deductions
• Commission incentives
• Annual leave
• Dental allowance
• Optical allowance
• Panel clinic
• Life insurance
• Attendance bonus
• Learning incentive
• Medical Benefits
• EPF SOCSO