Full Time IT Service Transition Senior Analyst Jobs, in Kumpulan Wang Simpanan Pekerja (KWSP) Selangor - Maukerja

Must be a Malaysian citizen.

Passed the Bahasa Malaysia Language subject, including the oral test, at the 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, with a minimum CGPA of 3.0, from a local or international institution recognized by the Government.

Must have experience working in an IT service environment within a complex and diverse organization.

Minimum of 7 - 10 years of experience working in a service environment where ITIL service management principles and processes (Service Transition, Change, Release, or Operations) are implemented.

Previous experience in a customer-facing role or Shared Services Environment is an added advantage.

Must have ITIL-based experience and hold an ITIL v3/v4 Foundation certification.

Familiarity with ITSM tools such as ServiceNow, BMC Remedy, Ivanti, or equivalent is required.

Possession of certifications in PMP, PRINCE2, or Lean Six Sigma is an added advantage.

Strong understanding of Service Desk and Service Management functions.

Excellent analytical and problem-solving skills.

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

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

Capable of working productively in environments with limited resources.

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

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

Experience in Service Management or Service Readiness environments.

Sufficient technical background to understand various system architectures and the impact of new technologies; experience with enterprise-level applications is an advantage.

Coordinate end-to-end service transition activities for new or changed IT services.

Ensure all transition plans, service acceptance criteria, and documentation are completed prior to go-live.

Support the development and maintenance of transition checklists, templates, and readiness assessment reports.

Ensure transitions are aligned with ITIL best practices and internal governance standards.

Coordinate the Service Onboarding activities with Project Managers, Service Owners, 2nd Level Support Teams, and Change Managers to ensure services are ready for production and business-as-usual (BAU) operation.

Support the Service Transition Manager in conducting service readiness reviews.

Validate that operational support models, escalation paths, and service documentation are in place before deployment.

Ensure proper handover of new or changed services to Service Operations (BAU).

Maintain records of operational acceptance, signoffs, and lessons learned.

Assist in the preparation and execution of Change Advisory Board (CAB) meetings by coordinating documentation to ensure all change-related documentation is complete and accurate.

Monitor change requests and ensure deployment readiness according to approved release plans.

Support the implementation of normal and emergency (E-CAB) change processes as required.

Work closely with Project Managers, Service Owners, Developers, and Support Teams to align transition schedules and deliverables.

Facilitate communication between project and operations teams to ensure smooth service introduction.

Track and escalate risks or issues that may impact transition success.

Contribute to post-implementation reviews and lessons-learned exercises.

Identify areas for process improvement within the Service Transition lifecycle.

Stay up to date with ITIL, Agile, and DevOps practices to recommend enhancements in transition methodology.

Maintain accurate documentation of transition activities, approvals, and risk assessments.

Support reporting on key performance indicators (KPIs), such as transition success rate, post-implementation issues, and change compliance.

Ensure all service transition activities comply with internal IT governance and security policies.